To us it’s personal.

Program Manager Service Delivery

Covance 7/3/2018 4:07:32 AM
JOB ID: 21681 Category: Consulting
Gaithersburg, Maryland



Job Overview

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.


Minimum Required:

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:

* very strong oral communication, writing, and presentation skills and presentation skills
* exceptional time management skills and strong ability to prioritize
* a demonstrated customer service focus; the ability to manage program(s) with the needs of clients' strategy in mind.
* the ability to work effectively through influence and collaboration
* good judgment in managing and escalating client or project issues. Must be able to manage multiple projects and understand operational processes and performance metrics
* strong forecasting and analytical skills related to optimal program performance
* strong interpersonal and management skills including negotiation skills and managing indirectly stakeholders
* a demonstrated ability to understand detailed process and technology systems, in particular customer relationship management tools
* the ability to identify problems, take initiative, and be solution oriented.
* a strong ability to oversee and communicate client reporting requirements, including the ability to analyze data and report back to clients
* the ability to learn information quickly and retain it
* the ability to work across the business to get projects started and ensure they run efficiently
* the ability to adapt to and work with ambiguity
* ability to identify how the day-to-day impacts the big picture
* knowledge of business protocols and acumen
* strong management and leadership skills
* strong coaching and mentoring skills
* strong understanding of the PSS operations and systems navigation
* intermediate to advanced level of computer skills and the ability to navigate between programs business tools and web sites
* the ability to quickly grasp complex issues and provide a solutions-oriented approach


Minimum Required:

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.

Position Type: Full-Time

Location: Gaithersburg, MD - Maryland


Covance Recruiting Process

Below is a general Overview of Our Recruiting Process

If you’d like to work for us, please submit your resume/CV online. If your ability to use or access our electronic application is limited due to a disability, please visit or call 1-800-978-4473 for help.

We consider applications from everyone who is interested in a position with us and who meets the required criteria and qualifications.

If your application is selected, someone from our recruiting team will contact you to arrange an initial screen. We may carry this out over the phone or at a face-to-face meeting. You must complete the screen to be considered for the position.

Based on the results of the initial screen, we may invite you to an interview. One of our recruiting team members will contact you to arrange this. The process may involve several interviews, initially over the phone, and then face-to-face with different members of the hiring team.

Our interviews follow a behavioral-based format. This means we’ll ask you to give us information that’s specific to your professional and educational experiences.

Hiring team members will share and discuss their input and then make their decision.

If you’re the person who best meets the requirements of the position, a member of the hiring team will get in touch to make you an offer of employment. Covance is an eVerify employer (United States only).