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City Somerset
State New Jersey [NJ]
Zip 08873
Title Program Supervisor
Job ID 43484
Overview
inVentiv Healthoffers best-in-class Clinical, Consulting and Commercial services to global companies seeking to accelerate performance. With 13,000 employees in 40 countries, we rapidly transform promising ideas into commercial reality. inVentiv has committed itself to hiring and retaining the very best talent in the healthcare industry, those who have a single common characteristic: the desire and aptitude to succeed. We are focused on hiring the best, those who possess unparalleled knowledge and experience as well as a passion for delivering exceptional ideas and service to our clients. In turn, inVentiv provides an opportunity-rich environment where employees can grow as professionals in one of many disciplines and pursue long-term career goals throughout our worldwide network of locations.
Responsibilities
 
Job Summarv:
Supervises all Patient Assistance Program customer service activities, data entry, order fulfillment, etc., within specific PAP department.

 
Key Job Responsibilities:
(Duties may include, but not limited to all or some of the following)
     Supervise and direct the activities of the PAP personnel
     Assure timely processing of applications
     Monitor calls handled by CSAs
     Insure adherence to the program SOPs and business rules
     Provide training and ongoing performancefeedback for CSAs and Data Entry Administrators
     Complete bi-weekly time sheets and distribution of pay checks
     Handle escalated calls into the PAP
     Oversee daily staff coordination
     Interact with distribution center
     Run daily department reports
     Review external correspondencesfrom PAP
     Provide phone coverage
     Troubleshootinternal processes
     Measure performance against standards
     Act on manager'sbehalf in her/his absence
     Interact with IT/IS department
     Work in conjunction  with Department Manager regarding day-to-day activities and continuousprocess design improvement
Requirements

 

Job Qualifications:
 
Education:
Required: Associate Degree or demonstrated relevant work experience
 
Preferred:
     2+ years in professional experience customer service, pharmaceutical, medical, insurance, call center, or related field
     2+ years PAP/call center experience preferred
     Strong knowledge of patient assistance programs
     In depth knowledge of customer service operations
 
Skills Required:
     Good interpersonal  skills
     Customer focused
     Ability to handle multiple tasks and solve complex problems
     Management techniques
     Team player/consensus builder
     Ability to write/speak clearly and concisely
     Ability to interact with a diverse group
     Strong organizationalskills
     Good presentation skills
     Bilingual a plus

 

 

Benefits: At inVentiv health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.

 

  EOE: inVentiv health & its Clients are equal opportunity employers and are committed to employing a diverse workforce.

Years Exp 2-3
Position Type/Category Call Center/Customer Service
Minimum Education Level High School
Employment/Job Type Full Time
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