Job Details

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

Experience and Educational Requirements:

Requires broad training in fields such as business or healthcare administration, accountancy, sales, marketing, computer sciences, social work or other vocations generally obtained through completion of a four year bachelor's degree program or clinical studies such as nursing, pharmacy and other clinical roles. Normally requires a minimum of three (3) + years of progressively related responsibility.

Minimum Skills, Knowledge and Ability Requirements:

• 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

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Full time