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 CMA programs, such as hubs, reimbursement hotlines, patient assistance programs, co-payment programs, and other programs, 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. The Program Associate is responsible for identifying service trends, escalating issues to the Supervisor, and participating in client-facing meetings as needed. In support of the Supervisor, the Program Associate will coach and mentor team members. The Program Associate must think critically and analytically and have strong oral and written communication skills. 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 The Program Associate is expected to support the staff, program(s) and the Supervisor in the following areas (but not limited to):

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  Agent Training and Coaching
  • Stay current on the program\xe2\x80\x99s latest procedures to ensure all training materials and reference guides remain in compliance.
  • Regularly monitor and review training materials to determine effectiveness, and provide feedback on recommendations for improvement in future training sessions.
  • 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 program\xe2\x80\x99s 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.
  • Coordinate with other functional teams/groups to maintain and update training programs as needed, and stay current with business requirements.
  • Collaborate with other groups to identify training needs to ensure consistent call quality expectations are met.
  • Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback.
• Client and Program Communication
  • Expresses thoughts and instructions clearly in both oral and written communication; i.e. uses grammatically correct, clear, and concise language.
  • Respond to questions from client contacts, Program Manager, Service Delivery and/or Account Director, program customers as appropriate.
  • 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.
  • Attend client meetings to support the program and Supervisor, as needed.
• Reporting and Analytics
  • 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.
  • Apply analytical problem solving skills to address program issues and challenges.
• Program Specific Knowledge
  • Thoroughly understand program processes to serve as the team lead/subject matter expert; lend technical expertise when needed.
  • 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.
• Participate in interview panels to interview Program Specialists and Program Representatkives, as needed.
• Other duties as assigned.

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