Sr. Manager, Program Management

Job Description

Template, Rev. 9.0, Eff.

01 / 31 / 2019

Ensuring work is accomplished effectively by managing employee performance, work processes

and other resources

Engaging employees to maximize their discretionary effort

Developing a pipeline of excellent talent to fill future business needs

All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions of this position.

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. In addition to the critical management and

leadership tasks listed above, this role also includes the following unique responsibilities :

Effective leadership in coordinating and managing the day to day functions of assigned

programs to ensure high levels of patient service and satisfaction

Ability to maintain productive and healthy relationships with key clients to drive optimal client

satisfaction and results

Coordination of initiatives and leadership of cross functional collaboration and

communication resulting in efficient and effective delivery of services through continuous

improvement

Identification and communication of key trends and insights to clients and internal executive

management

EXPECTIONS OF THE JOB :

Leadership of one more client specific programs; accountable for delivering consistent

patient service in alignment with contractual quality and service standards, SOPs and budget

Day to day management of team staff across all levels, development of program specific and

internal SOPs, processes and quality measures

Foster ongoing client relationships and satisfaction by ensuring timely completion of client

deliverables, timely resolution of client issues and implementation of key program initiatives

and changes

Serve as a key point of contact for the client for both day to day activities, as well as

escalations

Deliver regular client updates regarding health of the program to both client and internal

leadership

Ensure successful staff on-boarding and training of staff, including leadership and staff

development, succession planning, and performance management

Identify and execute opportunities for program and process improvements on a continual

basis to ensure best in class patient service

Lead the development of program specific presentations as needed, including participation in

quarterly business reviews

Be fully versant in client business transactions, trends, results and insights.

Partner with support functions to ensure thorough analysis of results with a goal towards

informing executive management and clients of assessments and insights.

Represent programs in internal cross functional meetings and on projects as assigned

Keep current on industry trends and regulations to ensure program compliance

This position will require travel limited to less than 10%; primarily to client sites / meetings.

The above list reflects the general details necessary to describe the expectations of the position and shall

not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES :

The requirements listed below are representative of the experience, education, knowledge, skill and / or abilities required.

Bachelor’s Degree in business or healthcare related field

8 years’ operations management experience

Proven track record of demonstrating a strong focus on customer service

Ability to serve as a company ambassador with clients

Highly developed time management skills with demonstrated ability to meet deadlines, follow

through, and ability to handle multiple priorities with a high degree of initiative

Excellent communication (written, verbal, and presentation) skills with ability to interact with

all levels of management for both internal and external customer base

Established record of utilizing tact, diplomacy, good judgment and negotiation skills to

achieve mutually beneficial goals for an organization

Ability to embrace positive conflict and demonstrated ability to resolve negative conflict

Proficient in Microsoft suite of applications

Intellectual curiosity to look at a problem from all sides in order to recognize issues and

opportunities, recommend and execute solutions

Demonstrated ability to manage, mentor, train and develop employees

Commitment to process improvement techniques, along with the ability to work with staff to

execute enhancements to internal and end to end processes and workflow

Ability to adapt to a fast paced, dynamic environment, make independent decisions, and

maintain confidential information

PREFERRED QUALIFICATIONS :

Advanced degree in business or healthcare

4+ years’ experience in patient / hub services, pharmacy services, account management or

pharm preferred

PHYSICAL / MENTAL DEMANDS AND WORKING ENVIRONMENT :

The requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

This is a largely sedentary role. While performing the essential functions of this job the employee is regularly required to stand and / or sit for long periods of time (up to 90%).

Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp; occasionally required to lift and / or move up to 25 pounds.

The employee is intermittently required to stoop or crouch; push or pull; or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks;

and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

This job operates in a professional office environment. This role routinely uses standard office equipment.

The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.

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.

Applicants must be able to pass a drug test and background investigation.

Work Perks

Competitive Wages

Above market salary structures as part of our total rewards program

Retirement Resources

Generous employer matching retirement solutions

Health & Wellness

Leading health, dental and vision insurance products

Continuous Education

Employer-funded tuition reimbursement

Global Workplace Flexibility

Remote and hybrid work across the globe

Paid Time Off

Generous paid time off including company holidays

Training & Development

Company provided training and development

Employee Assistant Programs

Offering financial, work-life balance, legal solutions and more to employees at no cost 24-7-365