Program Manager; call center operations

Program Manager (call center operations)

Assist Rx is looking for a Program Manager to serve pharmaceutical clients by planning and implementing program strategy and operations, improving systems and processes, and managing staff. The role requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design skills, with a focus on excellence. Reports to the Director of Pharmacy.

$60,000.00/yr - $75,000.00/yr

• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and completing action plans.
• Establish, monitor, analyze, and report on KPI’s related to effective patient access processes and initiatives as required by client contract and statement of work.
• Screen and hire candidates, lead and develop departmental associates by communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, and enforcing policies and procedures.
• Partner with the training department to create meaningful and measurable educational training curriculum, and oversee and deliver on-the-spot training as needed.
• Maintain a professional atmosphere among team members that is respectful and transparent.
• Accomplish organizational goals by taking ownership of new and different requests and exploring opportunities to add value.
• Handle escalated calls, complaints, questions, and queries as necessary.
• Collaborate with call center management staff to execute programs that facilitate conversion, compliance, and adherence.
• Prepare agenda items and content for client meetings and quarterly reviews.
• Additional responsibilities as needed based on department and program requirements.

• Minimum 7 years of healthcare industry experience, including 3 years of management experience.
• Ability to manage others, both direct and indirect.
• Advanced problem‑solving skills with the ability to work cross‑functionally to resolve issues and generate results among potentially conflicting constituencies.
• Skilled in the use of Microsoft Office and Teams.
• Thorough understanding of business operations and processes.
• Excellent interpersonal skills and ability to influence.
• High level of confidence, integrity, enthusiasm, and a personality that fits a fast‑paced, energetic, and proactive organization.
• Experience in specialty or mail‑order pharmacy (preferred).

• Supportive, progressive, fast‑paced environment.
• Competitive pay structure.
• Matching 401(k) with immediate vesting.
• Medical, dental, vision, life, and short‑term disability insurance.

Assist Rx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or any other protected categories protected by federal, state, or local laws.

All offers of employment with Assist Rx are conditional on the successful completion of a pre‑employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document upon hire. Sponsorship and/or work authorization is not available for this position.

Assist Rx does not accept unsolicited resumes from search firms or other vendor services. Any unsolicited resumes will be considered property of Assist Rx and no fee will be paid in the event of a hire.

Mid‑Senior level

Full‑time

Project Management