Job Information
IQVIA Program Manager – Call Center Patient Support Services – Remote in Phoenix, Arizona
*The purpose of this posting is to build up our database with candidates who have a skill set that meet the requirements below for future opportunities*
Manages the relationships with the manufacturer and Affordability Support Services Division. 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.
The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position. They are not intended to be an exhaustive list of the skills and abilities required to do the job. IQVIA reserves the right to revise the job or to require that other or different tasks be performed as assigned.
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:
Bachelor’s Degree or equivalent combination of education and experience.
Five years of relevant work experience.
Call center management/supervisor experience.
One to two years of experience using IQVIA data and products.
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+.
Preferred Qualifications:
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
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.
Professional Competencies:
Business Skills and Knowledge
- General Management
Demonstrate analytic and problem-solving skills, and understand the impact of individual
decisions on other parts of the organization and the environment.
- Financial management
Understanding of financial analysis, reimbursement techniques and strategies, and
financial outcome measures. Application of financial analysis and planning to achieve
organizational objectives.
- Quality improvement
Application of techniques that continually improve the quality of care provided, patient
safety, organizational performance, and the financial health of the organization.
Knowledge of the Health Care Environment
- Health Care Systems and Organizations
Demonstrate an understanding of how the various components of the health care
system is organized and financed, and how they interact to deliver medical and health
care.
- The Patient’s Perspective
Understand the patient experience, demonstrate a commitment to patients’ rights and
responsibilities, and ensure that the organization provides a safe environment for
patients and their families.
Communication and Relationship Management
- Relationship Management
The ability to build and maintain relationships with internal as well as external
stakeholders that are anchored in trust and where decision-making is shared.
- Communication Skills
Be able to utilize verbal, written and presentation skills to communicate an
organization’s mission, vision, values, and priorities to diverse audiences.
Leadership
- The ability to inspire individual and organizational excellence, create and attain a shared vision
and successfully manage change to attain the organization’s strategic ends and successful
performance.
Professionalism
- The ability to align personal and organizational conduct with ethical and professional standards
that include a responsibility to the patient and community, a service orientation, and a
commitment to lifelong learning and improvement.
IQVIA is an Equal Opportunity Employer that complies with applicable state and local laws governing nondiscrimination in employment. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com
We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe
IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status
The potential base pay range for this role is $92,000-$96,000 annually. 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.
IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare – and human health – forward. Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.
To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health. Thank you for your interest in growing your career with us.
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