Program Manager, Client Services

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians and patients. A significant part of our business is acting as the company’s sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world.

The Program Manager manages the relationships with the manufacturer and Access or Affordability Support Services Division and supervises and coordinates daily workflow of staff within the specific manufacturer program. Additionally, this role provides strategic client management, coupled with virtual program call center oversight and management.

Primary Responsibilities:

• Determine work procedures and expedites daily workflow of specific Client

• Schedule staff and make necessary changes to reduce overtime to limit company expenses

• Monitor and verify call center staff phone calls with patients, providers, and third-party payers

• Review accuracy on insurance and provider communication for faxing

• Address staff and customer questions and recommend corrective services

• Update SOPs per client request and/or change in protocol while maintaining version control

• Collect research and data to compile into reports and presentations

• Delegated to be the direct point of contact with client

• Provide product/service information to customers, providers, and fellow employees

• Provide key updates and quarterly business reviews for client

• Keep equipment operational by following established procedures and report malfunctions

Additional Responsibilities:

• Updates job knowledge by participating in educational opportunities

Required Qualifications:

• To be eligible for this position, you must reside in the same country where the job is located.

• Bachelor’s Degree or equivalent combination of education and experience.

• Five years of relevant work experience.

• Call center management/supervisor experience.

• Strong analytical mind with problem-solving aptitude.

• Exceptional verbal and written communication skills.

• Minimum 5-7 years of pharmacy, healthcare, or related work experience.

• Data entry skills and ability to type 30wpm+.

• Understanding of insurance and adjudication processes

• Understanding pharmacy and medical co-pay claims processing

• Proficient in cross training in various departments, knowledge of interdepartmental coordination and communication procedures

• 1-2 years of experience using IQVIA data and products preferred.

Skills and Abilities:

• Proficient in PC applications.

• Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data)

• Change management/process analysis skills.

• Strong communication skills, including ability to train, present and deal tactfully with clients.

• Project management experience in overseeing or contributing in difficult, multi-discipline projects Managerial skills, including a strong focus on team building.

• Knowledge of IQVIA databases and report creation process.

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IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $66,500.00 - $166,200.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.