Program Supervisor


Location: Somerset, NJ, 08873
Employee Type: full time
Experience: 2 - 5 years
Education: Highschool GED
Travel Required: none


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



Job Qualifications:
Required: Associate Degree or demonstrated relevant work experience
     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.



InVentiv Health