Program Associate! Fully Remote! $30 / hr

Program Associate

The Program Associate is responsible for supporting the program(s) to which they are assigned by serving in a detailed, subject specific role. The Program Associate will be responsible for reviewing and communicating program expertise in areas such as training, call quality and quality monitoring, reports, workflow management, and program-specific customer services. The Program Associate is responsible for identifying service trends, escalating issues to the Supervisor, and participating in client-facing meetings as needed. In support of the Supervisor, the Program Associate will coach and mentor team members. The Program Associate must think critically and analytically and have strong oral and written communication skills. The Program Associate must be a self-starter who will take initiative in advancing their subject matter expertise, and they will work in a very detail-oriented manner while considering how their role and expertise will support the success of the program as a whole.

Summary of Responsibilities :

• Agent Training and Coaching : Stay current on the program's latest procedures to ensure all training materials and reference guides remain in compliance. Regularly monitor and review training materials to determine effectiveness and provide feedback on recommendations for improvement in future training sessions. Ensure that program training, quality, and audit requirements stay in compliance. Responsible for leading training sessions for staff within assigned program and assisting in delivering training focused on the program's available service offerings, standard operating procedures, and software systems if needed. Responsible for monitoring new agent's performance. Serve as an ongoing coach and mentor once agent training has been completed. Coordinate with other functional teams / groups to maintain and update training programs as needed and stay current with business requirements. Collaborate with other groups to identify training needs to ensure consistent call quality expectations are met. Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback. Adhere to all organizational standards and regulatory requirements related to the handling of patient information, including patient safety reporting practices. Complete all training requirements related to patient privacy and data handling, and apply these practices consistently across all interactions with patients, healthcare providers, and patient data.
• Client and Program Communication : Expresses thoughts and instructions clearly in both oral and written communication, i.e., uses grammatically correct, clear, and concise language. Respond to questions from client contacts, Program Manager, Service Delivery and / or Account Director, program customers as appropriate. Identify and escalate program trends based on the questions commonly received; contribute to recommendations to address issues as necessary. Manage program call escalations; listen to customers, identify solutions, and follow through on next steps, as needed. Attends client meetings to support the program and Supervisor, as needed.
• Reporting and Analytics : Prepare and interpret standard monthly and ad hoc reports for the program(s), identify and communicate trends and noticeable issues to Supervisor regularly. Proactively identify opportunities for program process and performance improvement; coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary. Apply analytical problem-solving skills to address program issues and challenges. Thoroughly understand program processes to serve as the team lead / subject matter expert; lend technical expertise when needed. Identify team member program-specific knowledge gaps from agent calls; escalate issues to Supervisor and participate in working sessions to come up with recommendations to improve. Participate in interview panels to interview Program Specialists and Program Representatives, as needed. All other duties as needed or assigned.

Skills Management skills, Call center, Customer service, Call center support, Escalation calls, Health care, Call center management, Customer support

Top Skills Details Management skills, Call center, Customer service, Call center support, Escalation calls, Health care, Call center management, Customer support

Additional Skills & Qualifications :

Qualifications (Minimum Required) : The Program Associate ideally will hold a Bachelor's degree in business administration, public health, clinical science, health services research, health economics, or other relevant discipline or show evidence of continual work toward a degree (strongly preferred). Program Associates without a degree must have a High School Diploma or GED, and ideally should have six or more years of equivalent work experience in a relevant field. The Program Associate should have a demonstrated proficiency in expressing thoughts and instructions clearly in both oral and written communication, i.e., uses grammatically correct, concise language. Proven ability to meet deadlines, function with a sense of urgency, and get the job done. An intermediate to advanced level of computer skills (Microsoft Excel, PowerPoint, and Word). Exceptional customer service and training skills. The ability to quickly determine each customer's needs, identify solutions, and help mitigate potential roadblocks preventing program customers from accessing services, therapies, drugs or devices needed. The ability to thrive in a collaborative work environment and also work independently. A personable, energetic, and enthusiastic approach when training; has a passion for developing new ideas. Strong understanding of the systems and technologies their assigned program uses. A demonstrated ability to understand process, anticipate next steps, and identify, analyze, and problem solve issues. The ability to learn information quickly and retain it. Strong attention to detail. The ability to express empathy while speaking with customers. An understanding of how their day-to-day performance and that of the program impact the big picture. Strong time management skills and strong ability to prioritize. Neovance may consider relevant and equivalent experience in lieu of educational requirements.

Pay and Benefits :

The pay range for this position is $30.00 - $30.00 / hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following : Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available, Life Insurance (Voluntary Life & AD&D for the employee and dependents), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off / Leave (PTO, Vacation or Sick Leave).

Workplace Type :

This is a fully remote position.

Application Deadline :

This position is anticipated to close on Nov 10, 2025.

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.