Program Associate! Fully Remote! $30/hr

Description Job Overview: u2022 Start Date: 12/1 u2022 Program Hours: 8:30-8 pm (shift needs TBD) u2022 The Program Associate is responsible for supporting the program(s) to which they are assigned by serving in a detailed, subject specific role. For most FPA programs, such as hubs, reimbursement hotlines, patient assistance programs, co-payment programs, and other programs, u2022 A Program Associate will be responsible for reviewing and communicating program expertise in areas such as training, call quality and quality monitoring, reports, workflow management, and program-specific customer services. u2022 The Program Associate is responsible for identifying service trends, escalating issues to the Supervisor, and participating in client-facing meetings as needed. u2022 In support of the Supervisor, the Program Associate will coach and mentor team members. u2022 The Program Associate must think critically and analytically and have strong oral and written communication skills. u2022 The Program Associate must be a self-starter who will take initiative in advancing their subject matter expertise, and they will work in a very detail-oriented manner while considering how their role and expertise will support the success of the program as a whole. Summary of Responsibilities: The Program Associate is expected to support the staff, program(s) and the Supervisor in the following areas (but not limited to): u2022 Agent Training and Coaching: u2022 Stay current on the programu2019s latest procedures to ensure all training materials and reference guides remain in compliance. u2022 Regularly monitor and review training materials to determine effectiveness and provide feedback on recommendations for improvement in future training sessions. u2022 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 programu2019s available service offerings, standard operating procedures, and software systems if needed. u2022 Responsible for monitoring new agent's performance. u2022 Serve as an ongoing coach and mentor once agent training has been completed. u2022 Coordinate with other functional teams/groups to maintain and update training programs as needed and stay current with business requirements. u2022 Collaborate with other groups to identify training needs to ensure consistent call quality expectations are met. u2022 Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback. u2022 Adhere to all organizational standards and regulatory requirements related to the handling of patient information, including patient safety reporting practices. u2022 Complete all training requirements related to patient privacy and data handling, and apply these practices consistently across all interactions with patients, healthcare providers, and patient data. Client and Program Communication: u2022 Expresses thoughts and instructions clearly in both oral and written communication, i.e., uses grammatically correct, clear, and concise language. u2022 Respond to questions from client contacts, Program Manager, Service Delivery and/or Account Director, program customers as appropriate. u2022 Identify and escalate program trends based on the questions commonly received; contribute to recommendations to address issues as necessary. u2022 Manage program call escalations; listen to customers, identify solutions, and follow through on next steps, as needed. u2022 Attends client meetings to support the program and Supervisor, as needed. u2022 Reporting and Analytics: u2022 Prepare and interpret standard monthly and ad hoc reports for the program(s), identify and communicate trends and noticeable issues to Supervisor regularly. u2022 Proactively identify opportunities for program process and performance improvement; coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary. u2022 Apply analytical problem-solving skills to address program issues and challenges. Program Specific Knowledge: u2022 Thoroughly understand program processes to serve as the team lead/subject matter expert; lend technical expertise when needed. u2022 Identify team member program-specific knowledge gaps from agent calls; escalate issues to Supervisor and participate in working sessions to come up with recommendations to improve. u2022 Participate in interview panels to interview Program Specialists and Program Representatives, as needed. u2022 All other duties as needed or assigned. Skills Management skills, Call center, Customer service, Call center support, Escalation calls, Health care, Call center management, Customer support Top Skills Details Management skills,Call center,Customer service,Call center support,Escalation calls,Health care,Call center management,Customer support Additional Skills & Qualifications Qualifications (Minimum Required): The Program Associate ideally will hold a Bacheloru2019s degree in business administration, public health, clinical science, health services research, health economics, or other relevant discipline or show evidence of continual work toward a degree (strongly preferred). Program Associates without a degree must have a High School Diploma or GED, and ideally should have six or more years of equivalent work experience in a relevant field. The Program Associate should have a demonstrated proficiency in expressing thoughts and instructions clearly in both oral and written communication, i.e., uses grammatically correct, concise language. u2022 Proven ability to meet deadlines, function with a sense of urgency, and get the job done. u2022 An intermediate to advanced level of computer skills (Microsoft Excel, PowerPoint, and Word). u2022 Exceptional customer service and training skills. The ability to quickly determine each customeru2019s needs, identify solutions, and help mitigate potential roadblocks preventing program customers from accessing services, therapies, drugs or devices needed. u2022 The ability to thrive in a collaborative work environment and also work independently. u2022 A personable, energetic, and enthusiastic approach when training; has a passion for developing new ideas. u2022 Strong understanding of the systems and technologies their assigned program uses. u2022 A demonstrated ability to understand process, anticipate next steps, and identify, analyze, and problem solve issues. u2022 The ability to learn information quickly and retain it. u2022 Strong attention to detail u2022 The ability to express empathy while speaking with customers. u2022 An understanding of how their day-to-day performance and that of the program impact the big picture. u2022 Strong time management skills and strong ability to prioritize. u2022 Neovance may consider relevant and equivalent experience in lieu of educational requirements. Experience Level Intermediate Level Pay and Benefits The pay range for this position is $30.00 - $30.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: u2022 Medical, dental & vision u2022 Critical Illness, Accident, and Hospital u2022 401(k) Retirement Plan u2013 Pre-tax and Roth post-tax contributions available u2022 Life Insurance (Voluntary Life & AD&D for the employee and dependents) u2022 Short and long-term disability u2022 Health Spending Account (HSA) u2022 Transportation benefits u2022 Employee Assistance Program u2022 Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Nov 10, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services Weu2019re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Weu2019re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Weu2019re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Weu2019re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at . The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Created: 2025-10-29