Senior Program Manager - Call Center Operations

Job Overview: The Senior Program Manager oversees a group of client service professionals while working collaboratively with Program Managers, Associate Program Managers, and other support resources. This role is responsible for ensuring high-level client satisfaction and maximizing the value derived from our products and services.

Primary Responsibilities:

• Oversee call center operations for a large, dedicated team.

• Determine work procedures and expedite daily workflow for specific clients.

• Address staff and customer questions and recommend corrective actions.

• Serve as the direct point of contact with clients for call center operation-related inquiries and projects.

• Provide key updates and quarterly business reviews for clients.

• Ensure staff are fully informed of all new information related to products, procedures, customer needs, and company-related issues.

• Demonstrate a high aptitude for learning about the specialty pharmacy healthcare environment, various pharmacy channels, and patient access.

• Ability to work 40 hours per week during the hours of 8:00am-5:00pm EST.

Essential Functions:

• Collaborate with Program Managers, Associate Program Managers, and client service professionals, providing direction, guidance, and development opportunities.

• Influence others without having direct reports, including the ability to work in a matrixed environment.

• Partner with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.

• Build and maintain relationships with key stakeholders to manage and meet internal and client expectations.

• Serve as the project first-line leader between the client and IQVIA, translating client needs into action plans with the internal service team.

• Facilitate discussions, decision-making, and conflict resolution.

• Create, maintain, and monitor the client service agreement across business lines, ensuring consistency in service.

• Provide regular updates to senior management on portfolio progress, impediments, and risks.

• Support the adoption of new processes, technologies, or organizational changes associated with program initiatives.

• Perform full assessments of client needs on a regular basis.

• Provide in-depth training in IQVIA databases, products, and service requirements as needed.

Required Qualifications:

• Bachelor's Degree required.

• 3 years of management experience in a call center.

• Hub management experience preferred.

• Pharmaceutical industry experience preferred.

• Experience developing and delivering training to clients preferred.

• Ability to work in a fast-paced, ever-changing environment.

• Ability to oversee data and track metrics on a daily basis.

• Strong analytical mind with problem-solving aptitude.

• Exceptional verbal and written communication skills.

• 5-10% travel required.

Skills and Abilities:

• Proficient in PC applications, including Microsoft Teams, Word, and PowerPoint.

• Knowledge of interdepartmental coordination and communication procedures.

• Strong business acumen, particularly in the pharmaceutical industry.

• Ability to train, present, and deal tactfully with clients.

• Strong communication skills, including the ability to coach and influence others.

• Strong focus on team building.

• Project management experience in overseeing or contributing to complex, multi-discipline projects.

• Knowledge of IQVIA databases and report creation processes.

Professional Competencies:

Business Skills and Knowledge:

• General Management: Demonstrate analytic and problem-solving skills, understanding the impact of individual decisions on the organization.

• Financial Management: Understand financial analysis, reimbursement techniques, and strategies to achieve organizational objectives.

• Quality Improvement: Apply techniques to continually improve the quality of care, patient safety, organizational performance, and financial health.

Knowledge of the Health Care Environment:

• Health Care Systems and Organizations: Understand how the health care system is organized and financed, and how components interact to deliver care.

• The Patient’s Perspective: Understand the patient experience, commit to patients’ rights and responsibilities, and ensure a safe environment for patients and families.

Communication and Relationship Management:

• Relationship Management: Build and maintain relationships with internal and external stakeholders, anchored in trust and shared decision-making.

• Communication Skills: Utilize verbal, written, and presentation skills to communicate the organization’s mission, vision, values, and priorities to diverse audiences.

Leadership:

• Inspire individual and organizational excellence, create and attain a shared vision, and manage change to achieve strategic goals.

Professionalism:

• Align personal and organizational conduct with ethical and professional standards, including a commitment to lifelong learning and improvement.

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

The potential base pay range for this role is 100,000-115,000 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.