Sr Supervisor- Program Management

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. 

Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity. 

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!

Brief Description:  

Responsible for day-to-day operations of a one or more teams monitoring productivity, quality and performance standards in alignment with contractual obligations and operational standards. Plans and directs workflow and project assignments. Oversees volume to ensure contractual obligations are met. Conducts hiring, training, and evaluation of staff. Responsible for team’s adherence to corporate attendance and employment policies. Works with Program Leadership to develop policies, procedures and the business work plan for the team. Recognizes and recommends operational improvements and efficiencies. Supervises the daily activities of team to establish business support, productivity and quality standards, and production support at all levels using established policies and procedures. Coordinates work with other people leaders. Reviews teams work product for overall quality and efficiency and compliance with program-specific procedures.  Tracks and trends quality and timeliness of work. Coaches direct reports and, when applicable, mentors peer leaders across the business.  Ensures that the team(s) daily tasks are completed on schedule following established procedures and schedules and within established quality standards. Produces work deliverables that are professional and in alignment with client/program expectations. Engages with client manufacturer as needed and in conjunction with program leadership.
 

Specific job duties:

• Manages team of associates including (but not limited to) roles of field liaison, specialty liaison, case managers, and/or reimbursement staff;  to promote a working team environment and ensure best practices are shared and hand offs are seamless. 
• Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution; including but not limited to IB/OB callers and client partners programs to enhance the level of internal and external customer satisfaction.
• Assists in development and design of quality standards and process improvements, participates in system enhancement development and user acceptance testing.
• Monitor the effectiveness of the implemented quality measures and report summarized results of all quality outcomes to Program Leadership.
• Perform quality control checks on assigned areas, identify corrective and preventive actions, and perform follow-up activities.   
• Assist f in developing and implementing operational quality control processes utilizing appropriate tools (checklists, double-data entry, etc).
• Ensures service levels, performance standards, productivity results, and performance guarantees are met.
• Conducts hiring, training, on-boarding and evaluation of staff.
• Provides on-going coaching to each team members concerning quality, reliability, accountability, productivity, and professional growth and development. 
• Oversees resolution of employee relations issues including work with HR as needed.
• Works with Program Managers and Directors to implement strategic business work plan goals. Tracks and periodically reports progress to management.
• Provides financial oversight through ensuring proper JDE utilization, overtime management, and team adherence to schedules/protocols. 
• Creates and presents departmental data internally during departmental business reviews
• Participate in cross-functional task forces and special projects as assigned.

Supervisory Responsibility:  

1- 25 Direct Reports

Desired Skills and Qualifications:

• BS/BA degree or five+ years of relevant business experience; preferably UBC experience
• 2+ years of experience in a customer service setting
• >1 year experience in pharmaceutical call centers
• Previous supervisory experience required 
• General PC knowledge including UBC systems
• Proficient in MS Office, Internet navigation, Outlook email
• Excellent oral, written and phone communication skills
• Demonstrated leadership skills including effective coaching
• Ability to effectively develop and assist team members in execution of assigned work
• Experienced trainer for staff with demonstrated patience and proclivity for explaining details and processes 
• Advanced problem-solving skills
• Ability to work collaboratively with other departments to resolve complex issues with innovative solutions
• Ability to understand how work contributes to overall corporate initiatives/strategic imperatives
• Knowledge of UBC systems, platforms and products/services as well as knowledge of manufacturer systems/applications when applicable
• PBM/Managed Care industry preferred but not required
• Ability to adapt to a dynamic working environment, make independent decisions, and carry out executive directives
• Demonstrated ability to handle challenging customers and/or clients in a professional manner

Benefits: 

At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally. 

Here are some of the exciting perks UBC offers: 

Remote opportunities 

Competitive salaries 

Growth opportunities for promotion 

401K with company match* 

Tuition reimbursement 

Discretionary PTO (Paid Time Off) 

Paid Holidays 

Employee assistance programs 

Medical, Dental, and vision coverage 

HSA/FSA 

Telemedicine (Virtual doctor appointments) 

Wellness program 

Adoption assistance 

Short-term disability 

Long term disability 

Life insurance 

Discount programs  

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.

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