Covance Senior Project Manager in Boise, Idaho

Job Overview

The Senior Project Manager, Service Delivery, alongside the Account Director, serves as the strategic liaison between Covance Market Access (CMA) and the client contacts. The Senior Program Manager, Service Delivery oversees the day-to-day activities for CMA programs, such as hubs, reimbursement hotlines, patient assistance programs, co-payment programs, , and other programs. This involves daily interactions to guide CMA clients, in addition to program management, including overseeing a program’s efficiency, service delivery, and staff performance. This individual manages client requests, escalates issues when appropriate and works to ensure that operations staff is knowledgeable and effective according to the program parameters. The Senior Program Manager, Service Delivery is responsible for managing the performance of Supervisors.

Because this is a senior position, this individual is expected to take on a strategic approach when supporting client programs, as well as supporting the program staff. This individual will be a visible, cross-functional leader who will proactively identify opportunities for the business to operate more effectively and maximize its partnership with clients.

The Senior Project Manager, Service Delivery should have:

  • very strong oral communication, writing and presentation skills

  • exceptional time management skills and excellent ability to prioritize a demonstrated customer service focus; the ability to manage program with the needs of clients’ strategy in mind

  • ability to work effectively through influence and collaboration

  • ability to think strategically and lead positively

  • a demonstrated strong judgment in managing and escalating client or project issues. Must be able to manage multiple projects and understand operational processes and performance metrics

  • strong forecasting and analytical skills related to optimal program performance

  • excellent interpersonal and management skills including negotiation skills and managing indirect stakeholders

  • a demonstrated ability to understand detailed process and technology systems, in particular customer relationship management tools

  • a strong ability to quickly grasp complex issues, identify problems, take initiative, and be solutions-oriented

  • an excellent ability to oversee and communicate client reporting requirements, including the ability to analyze data and report back to clients

  • the ability to work across the business to initiate projects, remove barriers and ensure they run efficiently

  • the ability to learn information quickly and retain it

  • ability to adapt to and work with ambiguity

  • the ability to determine opportunities to align program and team efforts to support the big picture

  • strong knowledge of business protocols and acumen

  • excellent management and leadership skills

  • strong coaching and mentoring skills

  • excellent understanding of the PSS operations and systems

  • intermediate to advanced level of computer skills to develop proposals and presentations, assess data, and perform program analysis


The Senior Project Manager, Service Delivery holds a Bachelor’s degree (Master’s degree preferred) in business administration, public health, management, clinical science, health services research, health economics, or other relevant discipline. If the Senior Program Manager, Service Delivery does not currently hold a Bachelor’s degree, they must be in the process of obtaining the degree and ideally have at least 10 years of equivalent work experience in a relevant field.


The Senior Project Manager, Service Delivery will have at least seven years’ relevant experience in healthcare reimbursement, healthcare contact centers, healthcare program management, or a field closely related to PSS services. Ideally, the Senior Project Manager, Service Delivery will have managed at least two major projects / programs with little management oversight.

The Senior Project Manager, Service Delivery ideally will have participated in and presented during a bid defense and will also have led the proposal development for new work.

Job Number 2018-21676

Job Category Consulting

Position Type Full-Time

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