OverviewThe Program Manager (PM) serves as the primary client relationship manager and is accountable for program execution, account management, financial oversight, and business analysis across assigned brands. Acting as the main point of contact between clients and Valeris, the PM is responsible for interacting with cross-functional teams to deliver solutions on time, within scope, and on budget while ensuring exceptional client service and operational excellence.
PMs are responsible for developing deep expertise in their assigned therapeutic areas, competitive landscapes, and client objectives to provide strategic guidance and innovative solutions that maximize program performance and brand value. They leverage data and key performance indicators to deliver actionable recommendations, help clients navigate organizational processes, manage vendor and partner relationships, and foster strong collaboration across internal and external stakeholders. Through effective leadership, communication, and relationship management, the PM drives successful outcomes for clients and Valeris alike.
Daily Responsibilities- Program Maintenance & Updates - Follow up on and complete all tasks required to support ongoing program maintenance, program updates, launches, and business rule changes. Ensure activities are completed accurately and withing established timelines.
- Account Funding Monitoring - Review funding for your VPC accounts daily to ensure all POs are funded for billing.
- Monitor claim workflow - Review the approved claims report and submitted tickets to ensure no claims are stalled or stuck. (Please check it daily)
- Update personal trackers - Ensure all program-specific trackers are current, accurate, and audit-ready. Inclusive of ServiceNow (SNOW) tickets (data, escalations, implementations, etc.) and LOE scoping forms
- Escalation Ticket Approvals
Weekly Responsibilities- Lead weekly scheduled touchpoints with J&J, including proactively developing agenda topics, facilitating discussions, and distributing meeting minutes following each meeting.
- Manage client and internal stakeholder meetings to ensure project deliverables, business rule updates, and action items are progressing as planned. Maintain a centralized meeting minutes tracker to document decisions, action items, owners, and due dates, and provide ongoing follow-up on open items. (Stored and maintained on the Team Site.)
- Weekly Automated Reporting - That will be used for weekly program review and QBR.
- Update Weekly Insights tracker with key insights - email completed tracker to your leader every Monday - by EOB.
- Review core program metrics - Evaluate claims, enrollments, and budget performance each week (with a goal of daily monitoring). Identify anomalies, escalate concerns promptly, and capture trends for quarterly reporting.
- HUB Partnership- Set up meetings with HUB PMs and notate any updates that they have launched - and how it impacts your metrics- ex: Updated PEF NS= More enrollments YoY for ORP- and include this in your Weekly Insights Tracker.
- Oversee communications tickets - Confirm timely responses and resolution across all comms-related items.
- Escalation Tracking/ Monitoring- Ensure all escalations are tracked and closed out in timely manner (discuss these on HUB standups as needed)
- Inflight COs - Monitor status weekly and track updates on the Monthly Budget File - YYYY CO Tracker
Bi-Weekly Responsibilities- Manage invoicing - Confirm accuracy and timeliness of all monthly invoices.
Monthly Responsibilities- Investigate missed KPIs - Perform root-cause analysis and document corrective actions.
- Update the client dashboard - Ensure accuracy, completeness, and readiness for client visibility.
- Maintain the budget file - Validate spend, projections, and variances.
- Contracts: (As needed -Could be needed more pending on what is in flight)
- Invoice Review: Inclusive of pulling reports & review of SOW to ensure each line item is accurately billed
Quarterly Responsibilities- QBR- Program Managers are responsible for preparing their program data in a QBR-ready presentation format and maintaining a thorough understanding of the data and insights being presented. PMs are expected to adhere to all QBR timelines, milestones, and deliverables established by leadership.
To support efficient quarterly reporting, PMs should consistently document program observations, trends, and key insights within their weekly trackers throughout the quarter. This ongoing documentation will facilitate the development of meaningful and data-driven QBR updates.
PMs are also expected to actively engage in peer and leadership reviews, remaining open to feedback and questions that help drive deeper analysis, strengthen business insights, and enhance the overall quality of QBR discussions.
- Prepare accruals - Ensure financial accuracy and alignment with program performance.
- Quarterly Audit - Investigate missed KPIs & duplicate claims. Perform root-cause analysis and document corrective actions. Where applicable collaborate with internal teams to solve any duplicate claims recouping any funds possible.
Annual Responsibilities- Year-End Activities - Coordinate BRD renewals and confirmations, oversee required data pulls, and ensure all year-end deliverables are completed accurately and on schedule.
- Statement of Work (SOW) Management - Update and finalize the upcoming year's SOW, including submission of all required ServiceNow (SNOW) tickets, completion of project scoping activities, and preparation of supporting documentation for associated change orders.
Ongoing/As needed- Create and utilize HyperCare alerts for all Program Business Rules changes and any new program launches. Communicate any defects immediately to be addresses with supporting teams and include the Savings Leadership team for awareness and support.
- Conduct FOP reviews - Validate accuracy, completeness, and alignment with program requirements. These should be prioritized as needed, ideally, we should be able to validate and respond back to our Production / Communication partners within 24 hours.
- Project Sheet Monitoring- Ensure that project sheets are up to date/ aligned with program changes and launches
- Provide mentorship and training to peers where needed
Physical Demands & Work Environment- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
- Although very minimal, flexibility to travel as needed is preferred.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
