Covance Program Manager Service Delivery in San Diego, California

Job Overview

The Program Manager, Service Delivery supports the Account Director as the liaison between Covance Market Access (CMA) and the client contacts. The 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 with CMA clients, as well as overall program management, including a program’s efficiency, service delivery, and staff performance. This individual manages client requests, escalates issues when appropriate and works to ensure that program staff is knowledgeable and effective according to the program parameters. The Program Manager, Service Delivery is responsible for managing the performance of Supervisors.

Education/Qualifications

Minimum Required:

The Program Manager, Service Delivery will ideally hold a Bachelor’s or Master’s degree in business administration, public health, clinical science, health services research, health economics, or other relevant discipline. Program Manager, Service Delivery without a degree must have a High School Diploma or GED and ideally have10 years of equivalent work experience in a relevant field.

The Program Manager, Service Delivery should have:

  • very strong oral communication, writing, and presentation skills and presentation skills

  • exceptional time management skills and strong ability to prioritize

  • a demonstrated customer service focus; the ability to manage program(s) with the needs of clients’ strategy in mind.

  • the ability to work effectively through influence and collaboration

  • good 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

  • strong interpersonal and management skills including negotiation skills and managing indirectly stakeholders

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

  • the ability to identify problems, take initiative, and be solution oriented.

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

  • the ability to learn information quickly and retain it

  • the ability to work across the business to get projects started and ensure they run efficiently

  • the ability to adapt to and work with ambiguity

  • ability to identify how the day-to-day impacts the big picture

  • knowledge of business protocols and acumen

  • strong management and leadership skills

  • strong coaching and mentoring skills

  • strong understanding of the PSS operations and systems navigation

  • intermediate to advanced level of computer skills and the ability to navigate between programs business tools and web sites

  • the ability to quickly grasp complex issues and provide a solutions-oriented approach

Experience

Minimum Required:

The Program Manager, Service Delivery should have six or more years of increasing responsibility in healthcare reimbursement, healthcare contact centers, healthcare program management, or a field closely related to PSS services.

Job Number 2018-21682

Job Category Consulting

Position Type Full-Time

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