Senior Program Specialist

At AstraZeneca, we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. As a Patient Access Specialist, you'll play a pivotal role in helping patients access our life changing medicines. 

The Senior Program Specialist is a member of the Medical and Business Services Team and is a point of contact for the supplier’s team performing medical, business, and intake services. This Specialist is responsible for daily operational services including basic program reporting, identifying, and escalating trends, reconciliation reports, and coordination of business review meetings with supplier, among other functional responsibilities.

The Program Specialist should have some basic subject matter expertise in contact center operations Intake process with a functional understanding of the business processes and knowledge document management related to them.  The Program Specialist will contribute to supplier oversight and some training, case escalation resolution, and should be able to provide feedback to ensure accurate, consistent, and compliant execution of Intake processes.

Essential Job Functions:

• Own functional business & data entry program escalations and follow up to ensure completion and/or change to relevant processes are completed.

• Reporting - Program reporting to include: miscellaneous case level reporting (i.e. Intake error trends, Cloned cases, Non-Actionable, etc…), service level reporting as needed, reconciliation reporting, ad hoc reporting requests. Including identifying and escalating any relevant/important trends as they relate to supplier and/or brand level data.

• Responsible for team knowledge content management platform – creation of content, organization of content, updates and/or corrections to content.

• Responsible for communication of knowledge content updates/changes to supplier and follow up of delivery to agent team.

• Submission and follow up of supplier compliance related events. All events logged and tracked for trends and escalated to leadership as needed.

• Coordinate communication of program/service changes with supplier.

• Coordination of business meetings with Supplier that may include bi-weekly, monthly and/or quarterly business and quality reviews of supplier data or program resources.

• Initiate, build and maintainappropriate and effective working relationships with key stakeholders, cross-functional teams, and external vendor partners/suppliers.

• Leverage capabilities and learnings to identify, escalate, explore, and implement value-added opportunities utilizing existing services as well as assisting in the design of configurable business solutions.

• Oversee the external vendor regarding identification, documentation and reporting of services.

Education, Qualifications, Skills and Experience Requirements:

• Bachelor’s Degree /Health Sciences Certification/or Equivalent Experience

• 3-5 years of experience in other functions within the pharmaceutical, biotech, medical or related industry is preferred, e.g., case management, customer service and operations, etc.

• Ability to communicate clearly in both written and oral communication with strong attention to detail

• Analytical thinking, problem solving and decision making

• Effective organizational management

• Proficient competency using Word, Excel and PowerPoint

• Ability to multitask and manage multiple parallel projects with strong time management skills

• Must be able to support all hours of operations (Monday- Friday, core shifts from 8 am-6 pm)

• Hybrid work location with at least 25% designated on-site team collaboration days with at least 1 day/week on-site

Desirable:

• Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals

• Experience with HIPAA policy, patient access data and analytics

• Knowledge of product quality complaint and adverse event reporting

• Basic to moderate level of contact center operations, call center experience

• Demonstrate moderate presentation skills

• Maintain frequent contact with team and internal stakeholders across different functions of the organization

• Ability to influence and communicate effectively with leadership across multiple disciplines, as well as peers

• Experience with global vendor management, KPIs, data entry, audits