Program Manager (call center operations)

As a Program Manager at AssistRx, your responsibilities include planning and implementing program strategies for our pharmaceutical clients, enhancing call center operations, managing staff through recruitment and training, and ensuring excellent patient access processes. You’ll monitor performance indicators and collaborate with the management team to tackle escalated calls and improve overall client satisfaction.

To qualify for the Program Manager role at AssistRx, candidates should have a minimum of 7 years of healthcare industry experience, with at least 3 years in a management position. Applicants must possess strong leadership abilities, exceptional problem-solving skills, and be adept in using Microsoft Office and Teams. Experience in Specialty or Mail Order Pharmacy is preferred, and a thorough understanding of business operations is necessary.

AssistRx is committed to the continuous development of our Program Managers through a robust training curriculum, ongoing support from leadership, and a culture that encourages career advancement. You’ll have opportunities to lead educational training sessions and receive mentorship to further enhance your management skills.

The work environment at AssistRx for a Program Manager is supportive, fast-paced, and energetic. We prioritize collaboration and respect among team members, fostering a space where innovative ideas are welcomed, and each individual's contributions are recognized and valued.

AssistRx offers a competitive compensation package that includes a monetary salary structure, matching 401(k) with immediate vesting, and comprehensive medical, dental, vision, and life insurance options. We also provide short-term disability insurance to ensure our employees feel secure and supported in their roles.

It is crucial for a Program Manager to approach conflict resolution with open communication and empathy. You'll want to listen to all parties involved, identify the root of the issue, and then facilitate a discussion that encourages collaboration toward a resolution.

Yes! In my previous role, I identified a bottleneck in our call routing system which impacted patient access times. I collaborated with IT to streamline the process, resulting in improved response times and higher client satisfaction rates. Sharing specific metrics can be helpful here.

I prioritize time management and build regular check-ins with my team to ensure everyone is on track and no one is overwhelmed. Additionally, I encourage a supportive atmosphere where we can share our workloads and celebrate successes together, which helps alleviate stress.

One successful project was the implementation of a new patient portal that streamlined communication between healthcare providers and patients. I coordinated teams across departments, ensuring everyone had a say while sticking to our deadlines, resulting in increased patient satisfaction and engagement.

As a Program Manager, I prioritize tasks by assessing both urgency and importance. I use matrix tools to categorize projects, and I maintain open communication with my team and stakeholders to align on priorities and adjust as needed.

I would first conduct a needs assessment to identify essential skills and knowledge areas. Then, I’d develop a structured onboarding plan that includes shadowing experienced staff, interactive training modules, and ongoing support. Feedback loops are essential to refine the training process continually.

I believe in utilizing Key Performance Indicators (KPIs) that reflect both individual and team goals. Regularly reviewing these KPIs with the team helps us celebrate successes and discuss areas for improvement, ensuring accountability and continuous growth.

In my previous roles, I have managed budgets by carefully tracking expenses and reallocating resources as necessary. I believe in transparent financial practices and aligning resource use with strategic goals for maximum efficiency.

I always approach escalated complaints with empathy and active listening. I aim to understand the customer's perspective and work diligently to resolve their issue while keeping them informed throughout the process to restore their trust.

To boost team morale, I believe in fostering an inclusive culture where team achievements are recognized, and individual growth is supported. I also implement team-building activities and encourage open communication, ensuring everyone feels valued and connected to our overall mission.