Program Specialist II - Trapollo
- Full Time
Trapollo, a leading Telehealth/Connected Health service provider, is seeking a highly motivated and professional Program Specialist II. The Program Specialist II is an essential member of the Trapollo Program Management Office assists the Service Delivery Manager in building and maintaining customer satisfaction surrounding Trapollo’s complex bundled telehealth managed services solutions. The Program Specialist II is responsible for building and maintaining relationships with external clients, vendors, and internal stakeholders. The Program Specialist II serves as the primary point of contact with customer teams, serves as the primary SME internally for their programs, develops and executes against internal and client facing goals, continually builds and refines customer efficiency and satisfaction to drive results and revenue, develops and defines program documentation and templates, and proposes initiatives to maximize revenue potential. Strong communication skills, astute client relationship management, priority focused mentality, excellent problem solving and decision-making skills, and dynamic team building skills describe the successful candidates for this position. Experience in foundational project/program management, project coordination, business analysis, and/or account management will help those candidates achieve success.
ROLE & RESPONSIBILITIES: • Supports pre-launch program design meetings – completes draft and final process flows and other customer-facing documentation, provides clients with Trapollo standard call center scripts, shipping documentation, and step by step processes• Provides training of Trapollo’s proprietary software application to new clients; leads efforts in finalizing setup of software application per client specifications• Works with external software vendor teams to confirm monitoring application setup for client and leads efforts to train both Trapollo staff and client staff on external monitoring application• Manages the creation and finalization of internal device setup guides and reference documentation for Customer Engagement, Technical Support, and Supply Chain Teams• Leads efforts to address internal and external challenges and escalates to appropriate management resource; follows up on resolution with all parties• Proactively monitors inventory levels and RMA metrics for reporting purposes with manufacturer and client• Updates program documentation and internal process flows as necessary and provides ongoing training to new staff members as well as refresher training to current staff• Provides backup reporting as evidence for monthly invoicing to all customers under program management• Proactively provides cost analysis for programs to Service Delivery Manager and works through financials with leadership team to ensure utmost profitability• Develops strong working relationships with a diverse group of people in order to promote a positive working environment• Provides customer facing Program Reviews• Reviews all incoming customer inventory prior to uploading devices into the company’s inventory management system• Completes all necessary internal and external change requests to streamline programs and processes• Works with Service Delivery Manager to track, manage and update internal reporting requirements• Create and maintain meeting minutes and agendas to include action items and owners; Follows up on both internal and external action items• Supports program close out activities including: inventory reconciliation to include coordinating inventory retrieval and shipment back to manufacturer, final invoicing, and software application data archiving
ADDITIONAL DUTIES:• Supports ongoing client needs and checkpoints• Work closely with technical support manager to familiarize team with hardware, software, and RMA processing • Proactively researches solutions when internal issues arise and brings potential resolutions to leadership when escalating issue• Ensures quality manager is trained on program specifics to assist in QA processing• Understands each departmental responsibility and strives to assist where needed to ensure overall program success
PROFESSIONAL GROWTH & DEVELOPMENT FOCUS – EVALUATION/MEASUREMENT CRITERIA INCLUDED• Positive and outgoing attitude maintained in all situations – Measured through peer evaluations and management observations• Register for educational program that provides a structured Project Management Professional curriculum, ultimately leading to certification – Measured through proof of registration and monthly updates with direct supervisor• Significantly reduce team error rate by consistently striving to increase efficiency in daily operations through continuous and concise communication – Measured through TMC reporting and feedback from Operations team and Quality Manager• Consistently display openness to new ideas and creative solutions contributed by other Trapollo team members – Measured through peer evaluations and management observations• Provide detailed, proactive communication regarding project/program status and progress – Measured by direct supervisor with emphasis on consistently sending accurate status reports to clients on or before due date per program SLA’s• Escalate any challenges and/or issues quickly with full description of what transpired, who was involved, actions taken to resolve, etc. -- Measured through TMC reporting, feedback from Operations Manager and Quality Manager, observation and review by direct supervisor• Continue to refine oral and written communication skills; including ability to create program reviews by utilizing reporting from TMC and guidance from Program Manager – Measured by direct supervisor through ongoing feedback from Clients, Operations team, Internal Management, and external Partners. In addition, supervisor will take into account observation of daily interactions, internal and external presentations and special project deliverables• Consistently manage time and resources to ensure timely response is provided and/or received. Proactively request and/or provide deadlines and confirm all internal and external resources understand expectations. Follow up and escalate when deadlines are not met or a response is not received in timely manner. – Measured by direct supervisor through ongoing observation of communication between and feedback from Clients, Operations team, Internal Management, and external Partners.• Focus on professional, proactive, constructive communication between external program team and internal resources with a focus on providing clarity and consistency amongst all team members. – Direct supervisor will measure based on employee’s ability to effectively maintain and continue to improve in the following areas:o Build solid relationships with clientso Communicate with the client in an organized and knowledgeable mannero Deliver clear requests for informationo Demonstrate flexibility in prioritizing and completing tasks o Communicate potential conflicts to a supervisor
Qualifications:MINIMUM• 5 or more years of experience required in Customer Service, Project or Program Management position(s)• 2 or more years in a team lead position• Requires strong knowledge of Microsoft Word, Excel, PowerPoint, and Outlook• Excellent organizational, time management and detail oriented with good judgement and problem-solving skills to work effectively with teams throughout organizationPREFERRED • BS/BA degree in related discipline strongly desired (i.e. Business, etc.) • Experience in healthcare industry desired• 2 or more years of management experience• Project Management or Agile Project Management experience desired
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