Program Manager – Call Center Patient Support Services – Remote

The purpose of this posting is to build up our database with candidates who have a skill set that meet the requirements below for future opportunities

Manages the relationships with the manufacturer and Affordability Support Services Division. Supervises and coordinates daily workflow of staff within the specific manufacturer program.

Additionally, this role provides strategic client management, coupled with virtual program call center oversight and management.

The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position.

They are not intended to be an exhaustive list of the skills and abilities required to do the job. IQVIA reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Primary Responsibilities :

• Determine work procedures and expedites daily workflow of specific Client
• Schedule staff and make necessary changes to reduce overtime to limit company expenses
• Monitor and verify call center staff phone calls with patients, providers, and third-party payers
• Review accuracy on insurance and provider communication for faxing
• Address staff and customer questions and recommend corrective services
• Update SOPs per client request and / or change in protocol while maintaining version control
• Collect research and data to compile into reports and presentations
• Delegated to be the direct point of contact with client
• Provide product / service information to customers, providers, and fellow employees
• Provide key updates and quarterly business reviews for client
• Keep equipment operational by following established procedures and report malfunctions

Additional Responsibilities :

Updates job knowledge by participating in educational opportunities

Required Qualifications :

• Bachelor’s Degree or equivalent combination of education and experience.
• Five years of relevant work experience.
• Call center management / supervisor experience.
• One to two years of experience using IQVIA data and products.
• Strong analytical mind with problem-solving aptitude.
• Exceptional verbal and written communication skills.
• Minimum 5-7 years of pharmacy, healthcare, or related work experience.
• Data entry skills and ability to type 30wpm+.

Preferred Qualifications :

• Understanding of insurance and adjudication processes
• Understanding pharmacy and medical co-pay claims processing
• Proficient in cross training in various departments, knowledge of interdepartmental coordination and communication procedures

Skills and Abilities :

• Proficient in PC applications.
• Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data)
• Change management / process analysis skills.
• Strong communication skills, including ability to train, present and deal tactfully with clients.
• Project management experience in overseeing or contributing in difficult, multi-discipline projects Managerial skills, including a strong focus on team building.
• Knowledge of IQVIA databases and report creation process.

Professional Competencies :

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.

Financial management

Understanding of financial analysis, reimbursement techniques and strategies, and

financial outcome measures. Application of financial analysis and planning to achieve

organizational objectives.

Quality improvement

Application of techniques that continually improve the quality of care provided, patient

safety, organizational performance, and the financial health of the organization.

Knowledge of the Health Care Environment

Health Care Systems and Organizations

Demonstrate an understanding of how the various components of the health care

system is 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.

Communication and Relationship Management

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.

IQVIA is an Equal Opportunity Employer that complies with applicable state and local laws governing nondiscrimination in employment.

We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry.

We believe in pushing the boundaries of human science and data science to make the biggest impact possible to help our customers create a healthier world. Learn more at

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities.

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status.

The potential base pay range for this role is $92,000-$96,000 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.