Associate Program Manager, Access & Affordability - Patient Support Services - Remote

Primary Responsibilities Oversee the performance of the various “clusters” within the call center. Work closely with the Program Director and the Management Team to meet departmental goals and performance. Plan, review and optimize workflows within the call center. Ensure employee training and quality of work is always above expectations. Oversee accurate completion of data entry, benefits, funding, and other related daily tasks to ensure compliance with SOP’s and SLA’s. Ensure the KPI’s are aligned with daily activities and tasks. Schedule and delegate workload amongst team members, as needed to accommodate vacation and illness. Manage your team member’s workloads to effectively manage cost and reduce overtime. Audit and verify team members work to ensure information accuracy. Work cross-functionally with QA and Trainers for optimal training, onboarding, and continuous development of staff. Answer staff and customer questions and recommend corrective services to address customer complaints. Provide product/service information by answering questions, aiding customers, providers, and fellow employees. Work with call center leadership to identify improvements and provide plan of action on improvements. Complete all employee documentation in a timely manner, including annual performance appraisals. Required Qualifications Must reside in the same country where the job is located. Bachelor’s Degree or equivalent combination of education and experience. Minimum 1 year managing with team lead experience. Minimum 2 years’ experience in pharmacy, healthcare, medical billing, insurance verification or similar experience. Experience verifying insurance eligibility and coverage including but not limited to benefits, pre-certification and referrals, reimbursement. Previous supervisory experience of remote staff. Exceptional communication and facilitation skills, both verbal and written, with a proven ability to communicate to all levels of the organization. Data entry skills and ability to type 30 wpm. Business Skills and Knowledge General Management Demonstrate analytic and problem-solving skills and understand the impact of individual decisions on other parts of the organization and the environment. Risk management Knowledge of liability and compliance regulation, the ability to employ strategies to mitigate risk, avoid malpractice and plan for disasters. Quality improvement Application of techniques that continually improve the quality of care provided, patient safety, organizational performance, and the financial health of the organization. Health Care Systems and Organizations Demonstrate an understanding of how the various components of the health care system are organized and financed, and how they interact to deliver medical and health care. The Patient’s Perspective Understand the patient experience, demonstrate a commitment to patients’ rights and responsibilities, and ensure that the organization provides a safe environment for patients and their families. Relationship Management The ability to build and maintain relationships with internal as well as external stakeholders that are anchored in trust and where decision‑making is shared. Communication Skills Be able to utilize verbal, written and presentation skills to communicate an organization’s mission, vision, values, and priorities to diverse audiences. Leadership The ability to inspire individual and organizational excellence, create and attain a shared vision and successfully manage change to attain the organization’s strategic ends and successful performance. Professionalism The ability to align personal and organizational conduct with ethical and professional standards that include a responsibility to the patient and community, a service orientation, and a commitment to lifelong learning and improvement. #LI-CES #LI-DNP IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism. The potential base pay range for this role is $65,000-$70,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part‑time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits. EEO Minorities/Females/Protected Veterans/Disabled #J-18808-Ljbffr