The Program Manager, Service Delivery supports the Account Director as the liaison between Covance Market Access (CMA) and the client contacts. The Program Manager, Service Delivery oversees the day-to-day activities for CMA programs, such as hubs, reimbursement hotlines, patient assistance programs, co-payment programs, and other programs. This involves daily interactions with CMA clients, as well as overall program management, including a program’s efficiency, service delivery, and staff performance. This individual manages client requests, escalates issues when appropriate and works to ensure that program staff is knowledgeable and effective according to the program parameters. The Program Manager, Service Delivery is responsible for managing the performance of Supervisors.
The Program Manager, Service Delivery will ideally hold a Bachelor’s or Master’s degree in business administration, public health, clinical science, health services research, health economics, or other relevant discipline. Program Manager, Service Delivery without a degree must have a High School Diploma or GED and ideally have 10 years of equivalent work experience in a relevant field.
The Program Manager, Service Delivery should have:
The Program Manager, Service Delivery should have six or more years of increasing responsibility in healthcare reimbursement, healthcare contact centers, healthcare program management, or a field closely related to PSS services.