Job Description
We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them.
Across our growing organization, we embrace diverse backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry.
Job Description
The Manager, Program Management is responsible for oversight of the program, leading a team of Supervisors and serving as a resource for team members. This position manages activities and relationships between team members, the patient community and clients.
Essential Duties And Responsibilities
* Setting clear direction, effective plans and measurable outcomes
* Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
* Driving team engagement for program and company success
* Developing a pipeline of excellent talent to fill future business needs
* All other duties as assigned
People Leader
People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.
* Lead the team’s program services and policies; administer and execute the delivery of high quality patient and client services, improve program efficiency and high team member job satisfaction
* Lead the planning, development and approval of program specific operational policies
* Conduct onboarding, training, and evaluation of staff
* Manage established key performance initiatives by monitoring, tracking and generating reports for internal and external clients
Expectations Of The Job
* Establish workflow, work methods and performance standards for the team
* Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and/or complaints
* Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
* Effective teamwork at all levels and areas of the company; with internal team members as well as external entities
* Present program information to internal and external clients
* Ensure adequate staffing assignment for program commitments In collaboration with workforce management
* Ensure successful new employee onboarding and training
* Identify and execute cross training opportunities
* Adapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deadlines
* Travel may be required; approximately less than 10%
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
* Associate’s Degree and 10 years’ experience or Bachelor’s Degree 8 years’ experience
* Customer service experience
* Supervisory experience
* Experience in a healthcare setting
* Demonstrated proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
* Ability to communicate effectively to the business unit(s) as a whole, and individually, to discuss issues, new process, training and to gather input on ways to improve the program/programs(s)
* Critical thinking and problem solving skills with the ability to perform detail-oriented work accurately
* Ability to work with multiple stakeholders (patients, clients, physicians) in a fast paced environment
* Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior
EVERSANA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.
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