Program Manager Associate
Resume:
Karen Musser
Fortville, IN *****
Employment History
Fortrea (formerly Labcorp), Greenfield, Indiana, United States of America – May 2023 - Present
Program Associate – May 2023 – Present
The Program Associate is expected to support the staff, program(s) and the Supervisor.
Provide agent training and coaching.
Stay current on the programs latest procedures to ensure all training materials and reference guides remain in compliance.
Ensure that program training, quality, and audit requirements stay in compliance.
Responsible for leading training sessions for staff within assigned program and assisting in delivering training focused on the programs available service offerings, standard operating procedures, and software systems if needed.
Responsible for monitoring new agent performance. Serve as an ongoing coach and mentor once agent trainings have been completed.
Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback.
Identify and escalate program trends based on the questions commonly received. Contribute to recommendations to address issues as necessary.
Manage program call escalations, listen to customers, identify solutions, and follow through on next steps, as needed.
Prepare and interpret standard monthly and ad hoc reports for the program(s). Identify and communicate trends and noticeable issues to Supervisor regularly.
Proactively identify opportunities for program process and performance improvement. Coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary.
Thoroughly understand program processes to serve as the team lead/subject matter expert. Lend technical expertise when needed.
Labcorp, Greenfield, Indiana, United States of America – Aug 2021 – Apr 2023
Program Associate – Aug 2021 – Apr 2023
The Program Associate is expected to support the staff, program(s) and the Supervisor.
Provide agent training and coaching.
Stay current on the programs latest procedures to ensure all training materials and reference guides remain in compliance.
Ensure that program training, quality, and audit requirements stay in compliance.
Responsible for leading training sessions for staff within assigned program and assisting in delivering training focused on the programs available service offerings, standard operating procedures, and software systems if needed.
Responsible for monitoring new agent performance. Serve as an ongoing coach and mentor once agent trainings have been completed.
Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback.
Identify and escalate program trends based on the questions commonly received. Contribute to recommendations to address issues as necessary.
Manage program call escalations, listen to customers, identify solutions, and follow through on next steps, as needed.
Prepare and interpret standard monthly and ad hoc reports for the program(s). Identify and communicate trends and noticeable issues to Supervisor regularly.
Proactively identify opportunities for program process and performance improvement. Coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary.
Thoroughly understand program processes to serve as the team lead/subject matter expert. Lend technical expertise when needed.
Covance (Acquired by Labcorp), Greenfield, Indiana, United States of America – Feb 2018 – Aug 2021
Program Specialist – Feb 2018 - Aug 2021
Quickly and efficiently respond to incoming calls and faxes. Identify how best to assist.
Document calls in appropriate tracking systems. Handle/escalate calls per established procedures.
Conduct insurance verifications to understand if patients prescribed therapy is eligible for coverage. Possibly coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications.
Process patient applications of various complexities, and follow the programs specifications to determine their eligibility. Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary.
Liaise with partner distributors and pharmaceutical manufacturers to request products per the programs guidelines and track shipments.
Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate.
Be familiar with the market place and the insurance options available for patients. Educate patients on the available options as appropriate.
Assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the programs tracking system.
Maintain a professional, calm and friendly demeanor. Express thoughts and instructions clearly in both verbal and written communication. Use grammatically correct and concise language.
Therapeutic Experience
Not Applicable
Systems Experience
Not Applicable
Language Capabilities
English - ILR 5 (Native or Bilingual)
Education
Diploma, High School, Madison Consolidation High School, Madison, Indiana, United States of America
Training
Not Applicable
Memberships/Awards
Not Applicable
Other
Not Applicable
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