Senior Program Lead, Client Services

Overview

YOUR PASSION, ACTIONS & FOCUS is our Strength

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Join the CareTria Team!

Accountable for managing multiple clients, acting as the primary client contact for ongoing business. The Senior Program Lead is focused on the on-going execution of client programs and partners with the Account Manager (AM) on implementation of new programs. The Senior Program Lead supports the Program Lead or serves as the day-to-day contact for all activities surrounding the scope of business with the client.

In conjunction with the AM, responsible for leading the activities of the Program Lead, Support Associate & Sr. Support Associate for one or more client teams, and for overseeing client services activities according to the client business rules. The Senior Program Lead is also responsible for working with Client Services Management to ensure all actions performed by the client team are in compliance with the Prescription Drug Marketing Act regulations (PDMA), internal standard operating procedures, and client-specific business rules.

**Remote opportunity, must reside within a commutable distance to our New Jersey offices for onsite meetings.

Responsibilities

• • Accountable for executing new and existing programs to completion.
  • Facilitates program setup by determining the correct operational flow and responsibility.
  • Lead the setting up/launching of new services/programs.
  • Ensure team is performing ongoing reviews of business rules and trackers to identify and correct inaccuracies and close gaps in program(s)
  • Manage the daily review of dashboards, reports and file uploads for trends to ensure assigned programs are performing as expected
  • Own the tracking of program progress by conducting internal team meetings and monitoring operational area progress.
  • Prepare work orders and/or review work orders prepared by the team.
  • Respond to client escalations as necessary and support the team in preparing client responses and next steps.
  • Ensure timely responses by team to inquiries and requests via inbound phone calls, voice messages, and email messages from Client, Sales Representatives, Home Office and internal stakeholders.
  • Accountable for the accurate review and approval of financial details and requirements. This includes but is not limited to monthly invoice review, ongoing budget adherence, etc.
  • Demonstrate Subject Matter Expertise across department by providing operational guidance and by sharing knowledge to Program Leads and Support Associates within Client Operations.
  • Also responsible for Program Lead responsibilities

   

  The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

MINIMUM JOB REQUIREMENTS:

Education/Training:  Associate’s or Bachelor’s Degree, preferred, however, equivalent certificate training or experience may be considered.

Business Experience: Three - five years’ experience in customer service environment, with demonstrated success in implementing projects and interacting and collaborating with internal and external stakeholders. Demonstrated ability to lead projects independently.

Knowledge, Skills & Abilities:

• Ability to lead trainings and meetings, as needed.
• Ability to multitask across various clients and programs.
• Ability to proactively troubleshoot and identify potential business and system challenges, and present suggested resolutions.
• Strong working knowledge of Microsoft Outlook, Microsoft Word and PowerPoint, advanced knowledge of Microsoft Excel (Pivot Tables Charts, Graphs, etc.).
• Quick learner with strong systems aptitude
• Customer experience focus
• Strong interpersonal communication and writing skills.
• Strong organization and, analytical skills,
• Demonstrate team building skills
• Effectively communicate to provide solutions for clients to achieve client and company objectives.
• Strong time-management and prioritization skills
• Punctual, dependable with a positive attitude
• Ability to use sound judgment and maintain professionalism in a deadline-driven environment.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Regular use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time

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

The expected base pay range for this position is $33.00–$43.00 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer.