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The Client Services Program Lead is accountable for managing a base of clients, acting as the primary contact for ongoing business. The Program Lead is focused on the on-going execution of client programs and partners with the Account Manager (AM) on implementations of new programs. The Program Lead serves as the day-to-day contact for all activities surrounding the scope and health of business with the client.
The Program Lead is also responsible for working with 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.
Responsibilities
Serve as a liaison between the client and internal departments to transform the client’s business needs into functional and operational instructions.
Work with Knipper functional departments (i.e., Contact Center, Centralized Team, Mail Center, Operations, etc.) to ensure client programs, documentation, and setups have been completed.
Responsible for executing new and existing programs to completion and at expected level of quality Ongoing review of business rules and trackers to identify and correct inaccuracies and close gaps in program(s).
Review the daily dashboard, reports and file uploads for trends to ensure assigned programs are performing as expected.
Support AM and/or Sr. Program Lead in the creation of client business review presentations.
Prepare work orders and/or review work orders prepared by team members.
Respond to client escalations as necessary and escalate to management if needed.
Manage and support all change controls, system tickets and scorecards needed to support the business or changes to the business. Ensure statuses are tracked and updated accordingly.
For Sample Accountability program, monitor and review Sales Representative’s sampling activities, transaction documentation and reported activities to ensure adherence to business rules and regulatory requirements.
Respond timely to inquiries and requests via inbound phone calls, voice messages, and email messages from Client, Sales Representatives, Home Office and internal stakeholders.
Research and provide recommendations to resolve business and/or system challenges.
Escalate/request internal Quality Event submission (QE) and provide necessary and timely assigned/required follow-up.
In conjunction with the Account Manager or Sr. Program Lead review monthly invoicing and work directly with the Finance department to resolve billing inconsistencies.
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 and/or experience may be considered.
Business Experience: Approximately two to four years’ experience in customer service environment, with demonstrated ability to lead projects with minimal over-site while showing success in interacting and collaborating with internal and external stakeholders.
Knowledge, Skills & Abilities:
Strong working knowledge of Microsoft Outlook, Microsoft Word and Power-Point, advanced knowledge of Microsoft Excel (Pivot Tables Charts, Graphs, etc.).
Quick learner with strong systems aptitude
Strong organization, analytical, both written and verbal communication and team building skills
Effectively communicate to provide solutions for clients to achieve client and company objectives.
Strong time-management, attention to details and prioritizing skills
Punctual, dependable with a positive attitude
Ability to use sound judgment and maintain professionalism in a deadline-driven environment.
Support leadership in identifying potential business and system challenges, and present suggested resolutions.
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 $25.00–$36.00 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.