Primary Duties and Responsibilities:

• Ensure program is operating according to contractual obligation by providing day-to-day guidance to team members, monitoring compliance to program policies and procedures and turn-around times, and ensuring adherence to quality expectations 

• Develop and leverage incentive plans and engagement activities to drive performance and morale on the team 

• Managing the program team members to ensure successful delivery of services 

• Develop daily work schedules and monitor attendance, PTO, etc. 

• Monitor individual productivity and address any performance concerns with coaching and/or other actions 

• Ensure team compliance including training completion, adherence to policies, and privacy incident reporting 

• Conduct both formal and informal feedback discussions with associates to include yearly performance reviews and regular one-on-one discussions. to ensure appropriate coaching and support 

• Quality Management (addressing critically missed elements/low scoring calls, call and case review 3 monthly) 

• Risk and compliance Management (training completion and adherence to CAPA/privacy incident reporting) 

• Drive program performance by establishing performance metrics & goals; provide ongoing coaching and feedback to reinforce and address performance  

• Assess team members for potential, strengths and development needs and conduct career development discussions to grow the talent pipeline 

• Analyze quality and performance reports for trends, make process improvements, provide coaching or retraining where needed 

• Drive onboarding process for the team by monitoring staffing levels, posting roles, interviewing and selecting talent for the team 

• Translate and oversee organizational strategies for assigned goals 

• Design training for team; seek ways to improve training/onboarding process; develop tools & resources; identify mentors for new hires;  

• Investigate and partner with HR in the resolution of associate issues 

• Proactively identifying program issues & making recommendations on potential solutions 

• May participate on client conference calls, attend client meetings, or quarterly business reviews, 

• Analyze quality, performance or other program reports for trends, make process improvements, and provide coaching where needed 

• May collaborate across various groups (i.e. IT, PMO, NBD) on program projects, new service line implementations, database updates, UAT 

• Manage & administer program policies & procedures  

• Disseminate information to the team through various channels: hold regular team meetings, draft written correspondence, etc.  

• Collaborate with Compliance team on program audits, address audits findings and implement corrective action  

• May require periodic travel to sites or client related meetings 

• Program subject matter expert 

• Performs related duties as assigned 

• General knowledge of reimbursement and patient assistance programs, database elements and functionality; operational policies and processes, particularly distribution processes / interfaces is preferred 

• Ability to evaluate issues, make decisions and recommend possible solutions 

• Strong interpersonal and presentation skills  

• Strong organizational skills; attention to detail  

• Ability to communicate effectively both orally and in writing  

• Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint)  

• The ability to manage multiple tasks along a parallel process  

• General understanding of health care payer research, healthcare policy and payer landscape preferred 

• Ability to resolve associate issues effectively and efficiently 

• Ability to identify issues and knows when to escalate