Program Supervisor

PROGRAM SUPERVISOR

Position Objective: The Program Supervisor is responsible for overseeing program operations for applicable programs, which includes medical benefits, product delivery coordination, case management within regions, product procurement and customer service for the client, ensuring the highest level of efficiency, accuracy and customer satisfaction. The Program Supervisor demonstrates leadership, delegates work, as well as provides guidance, support and training for Team Leads. The Program Supervisor also contributes to the growth of the Company's business through building and maintaining relationships with pharmaceutical manufacturers, medical doctors offices and other clients.

Accountability: The incumbent will report to the Program Manager.

Essential Functions:
Oversees record keeping so that all information is accurate, complete, and helps to manage the flow of up-to-date information between the team to ensure alignment.
Monitors daily calls/cases/chats.
Supports the implementation of processes to measure, assess, and improve the performance of the activities within the program departments.
Provides oversight of client applications for financial hardship assistance and other responses to customer inquiries about other financial programs.
Provides support and guidance related to orientation and on-the-job training for subordinates and ensures that the authority and responsibility for subordinate positions are understood as well as provide coverage in the event there is a lapse in staffing.
Develop, review and suggest changes to the program policies and procedures, as needed.
Coordinate, lead and participate in conference calls with manufacturer partners, as needed.
Generate and analyze reports specific to the program operations, as needed.
Ensures ongoing compliance with all laws and regulations; ensures the departments meet or exceed standards; and implement ''best practices'' in all departmental activities.
Delegates authority when necessary to ensure that all responsibilities of this position are fulfilled in a timely and accurate manner.
Help with the completion of medical cases, as needed.
Organizes and delegates the assignment of work within the applicable programs.
Handle and troubleshoot the most challenging cases for resolution and completion.
Assist with arranging performance evaluations for program staff annually; establishing performance goals, and monitoring progress toward these goals on a consistent basis.
Keep up-to-date with changes in policy for health insurance plans in various states.
Pursue continuing education programs appropriate to job responsibilities.
Perform other duties as assigned by the Program Manager.
Must exhibit excellent skills in the following areas: verbal/written communication, computer/data entry/software proficiency, interpersonal and relationship-building skills, self-discipline, pro-activeness, attention to detail, and the ability to maintain strict confidentiality.
Performance Responsibilities: Although each position has its own unique duties and responsibilities, the following listing applies to all employees of the organization:

Must demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions when clarification is needed.
Must be able to be depended upon to plan and organize work effectively and ensure its completion.
Must be able to demonstrate reliability by arriving to work on time and taking breaks in expected timeframes.
Must have timely communication with direct supervisor regarding late arrival, calling out sick, emergency situations, etc., as well as requesting approval for time off well in advance.
Must meet all productivity requirements in expected timeframe or deadline.
Is expected to represent the organization professionally at all times.
Must be able to demonstrate initiative and strive to continually improve processes and relationships.
Non-Essential Functions: Performs other duties assigned.

Knowledge, Skills & Abilities:

Bachelor of Science degree in Healthcare Management, preferred.
Associates Degree or equivalent from a two-year college, technical school or certificate program in pharmacy and/or healthcare, required.
3-5 years' experience in healthcare management and leadership, required.
5-7 years' experience in the medical/healthcare or insurance field (i.e. hub services, pharmacy, doctor's office, hospital administration, health plan member services, etc.), required.
Pharmacy Technician Certification, a plus.
Medical Billing and/or Coding Certification, or similar healthcare certificate courses, a plus.
Superior level of customer service, interpersonal skills, and highly effective in working objectively with a diverse group of people.
Strong understanding of program operations and interdepartmental functions.
Excellent verbal/written communication skills, self-discipline, and attention to detail.
Strong computer skills, and the ability to learn existing and new program software systems.
Ability to define problems, collect data, establish facts and provide practical solutions.
Must be a team player willing to accept organizational and team goals, and function with minimal supervision.
Ability to respond to common inquiries or complaints from customers, employees, or senior management.
Maintain HIPAA patient confidentiality, as well as discretion regarding proprietary company information.
Adaptable, able to shift gears and focus based on company and team needs.

Work Environment/Physical Activity:

Working Conditions: Normal office and home office environment

Culture Environment: Team-oriented, positive attitude

Equipment Used: Telephone, computer, fax, copier