Note: The job is a remote job and is open to candidates in USA. EVERSANA is hiring a Supervisor, Program Management to lead day-to-day operations for a patient services team. The role oversees staffing, workflow, employee performance and development, and compliance with key performance indicators and client contract obligations while improving customer and client satisfaction.
Responsibilities
- The Supervisor is responsible for the day to day operations for a team of employees including hiring, planning and directing workflow, scheduling as per program needs, performance management and team development
- The Supervisor guarantees compliance with key performance indicators and contractual obligations ensuring high levels of customer and client satisfaction
- Additionally, the Supervisor works with leadership to develop policies and procedures, along with recognizing and recommending operational improvements
- Setting clear direction, effective plans and measurable outcomes
- Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
- Engaging employees to maximize their discretionary effort
- Developing a pipeline of excellent talent to fill future business needs
- All other duties as assigned
- Supervise a team, promote a team environment and ensure that high quality standards are met in accordance with organization’s policies and procedures and applicable laws
- Oversee resolution of employee issues, evaluate, and coach performance
- Monitor key performance indicators to ensure compliance with client contract and customer satisfaction
- Manage day to day operations of the team
- Ensure Onboarding and training team members on all departmental policies and procedures
- Identify and execute cross training opportunities
- Schedule staff in accordance with program business needs and available site tools
- Coach and develop direct reports which would include team huddles, and 1:1
- Serve as a point of escalation for any customer complaints that require higher level of expertise
- Interface with clients regarding operational performance as per program set up/needs
- Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
- Promote and implement effective teamwork within all levels and areas of the organization
- Adapt to a fast paced, dynamic environment, maintain confidential information, make independent decisions and meet deadlines
- Act as a backup for the team
- Must be able to work Monday through Friday, 11:30 AM to 8:00 PM CST
Skills
- GED/High School Diploma and 10 years' experience or Associate's Degree and 8 years' experience
- Demonstrated proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
- Experience with managed care, prescription benefits, medical billing, reimbursement and/or pharmacy
- Strong written and verbal communications
- Advanced problem solving skills with the ability to perform detail-oriented work accurately
- Experience resolving challenging customer relation issues in a professional manner
- Ability to work with multiple stakeholders in a fast paced environment
- Bachelor's Degree - Study in Life Sciences, Pharmacy, or Business related discipline
- Experience with managed care, prescription benefits, reimbursement, medical billing and/or pharmacy
- Previous supervisory experience
Benefits
- Remote work arrangement
Company Overview