Brief Description: Provide senior managerial duties for appointed program(s) by overseeing the facilitation, managing, informing, training, and recruiting of employees. Strategic client contact for program(s) to which employee is assigned. Manages day-to-day activity of program(s) and supervisory team. May have multiple and/or complex programs. Extensive interaction with internal and external customers. Significant participation in strategic planning. Reviews contracts and is accountable for proper execution of contract terms. Works with Senior Director or Director to develop policies, procedures, and the business work plan for assigned program(s) in corresponding site(s). Sets priorities for the team to ensure task completion, coordinates work activities with other managers. Work is reviewed for soundness of judgment and overall quality and efficiency.
Specific job duties:- Ensure that all managers, associate managers and supervisors are fully able to provide support to the associates that provide contracted services to the patients and the healthcare providers with the utmost customer service.
- Oversee appointed managers for projects to ensure all project activities are complete and support the escalation process.
- Manage program(s) per the scope of work, program business rules and standard operating procedures within the contracted budget in one or more sites.
- Monitor program statistics and metrics.
- Resolve complex cases.
- Day to day contact with complex clients for issue resolution.
- Lead the analysis and writing of client reports and other deliverables, as applicable.
- Presentation of program information to internal and external customers to include Monthly/Quarterly Business Reviews.
- Works with Manager(s) and Assoc Manager(s) to analyze the operations and efficiency of the program(s).
- Acts as a liaison for other operational departments to research and resolve client issues.
- Provide managers with any issues or follow-up activities that need to occur with clients, participants within a project and/or employee in regard to daily responsibilities.
- Acts as a mentor to other Managers.
- Support efforts to deliver materials that are sponsor-authored /approved to ensure responses and documentation of calls are accurate and concise per GDP and program business rules within the program database.
- Support the appointed Project Manager in the creation of SOPs, project specific procedures and training materials including maintenance of the documents/processes.
- Support the appointed Project Manager in the creation and building of portal designs and requirements for electronic application solutions.
- Contributes to strategic and business planning for the program(s) by participating in planning activities company-wide, identifying project initiatives and operational issues, coordinating research and developing recommendations based on that research.
- Assists with development and tracking of budget.
- Participate in interviewing prospective employees, evaluating current employees, and train employees as needed.
- Work to develop employee's supervisory skills and provide direction to supervisory staff concerning performance management issues and corrective disciplinary actions.
- Cultivate and manage relationships with key contacts in professional organizations and medical professional societies.
- Ensure the projects are scalable for the current and future term.
- Ability to travel as needed
- Actively participates in in-person and virtual meetings/events (internal and external)
- Other duties as assigned.
Supervisory Responsibility: 1-15 Direct Reports
Desired Skills and Qualifications:- Bachelor's degree in relevant discipline or Associate's Degree and equivalent work experience
- 8 - 12 years relevant experience, or 6 - 10 years of experience with Master's degree
- 5 years of related healthcare or pharmaceutical experience
- 4 years previous managerial experience
- Strong computer skills with specific aptitude in Microsoft Office
- Excellent verbal and written communication and presentation skills
- Strong analytical and problem-solving skills
- Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency
- Highly developed written communication and documentation skills to develop program materials, program specific procedures, and application requirements
- Client interfacing skills to cultivate and manage relationships
- Strong analytical skills
- Ability to analyze information and target trends
- Organize people and systems to achieve goals
- Working knowledge of customer service processes preferred
Benefits: At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally.
Here are some of the exciting perks UBC offers:
- Remote opportunities
- Competitive salaries
- Growth opportunities for promotion
- 401K with company match*
- Tuition reimbursement
- Flexible work environment
- Discretionary PTO (Paid Time Off)
- Paid Holidays
- Employee assistance programs
- Medical, Dental, and vision coverage
- HSA/FSA
- Telemedicine (Virtual doctor appointments)
- Wellness program
- Adoption assistance
- Short term disability
- Long term disability
- Life insurance
- Discount programs
#LI-SG1
#LI-onsite
