Program Manager - Pharma Operations - Patient Services

UBC Lake Mary , FL 32795

Posted 2 weeks ago

Brief Description:

Lead UBC program teams to deliver program milestones in a call center patient services/pharma operations environment.

Specific Job Duties:

  • Provide overall support for program operations as directed by UBC Management

  • Responsible for managing the day-to-day activities of the program and ensure proper flow of work throughout the life of the program

  • Working knowledge of protocol(s), contract requirements, program workflow and/or Scope of Work for assigned project(s)

  • Anticipate and resolve program operational needs in a timely manner

  • Aid management decisions on program development and design and/or restructure of program requirements

  • Regularly prepare all client and internal reports as required by the Project Manager, Directors and/or sponsor

  • Develop and closely monitor program specific metrics

  • If applicable, develop and maintain program master file

  • Ensure program specific procedures are prepared and implement as necessary

  • Proactive review of current procedures for process improvement

  • Develop and implement, with the Project Manager and/or Directors , a training plan for all program staff

  • Ensure training materials are accurate and continually evaluate the need for group training sessions or additional training materials for the program

  • Maintain program team performance by ensuring compliance with company and project goals

  • Manage the dual role of supervising staff and supporting the maintenance of respective program applications

  • Maintain program team performance by planning, monitoring, and appraising job results while ensuring a high level of team performance

  • Resolve staff-related, potential disciplinary problems and escalate unresolved issues to appropriate management staff in a timely manner

  • Resolve program related performance problems by consulting with functional managers, Project Manager and/or Directors

  • Support program team meetings, as needed

  • Other duties as assigned by the functional managers, Project Manager, Directors, and/or project/UBC SOPs.

  • Attend internal project team meetings and sponsor-related meetings as needed.

  • Troubleshoot or resolve program-related issues to appropriate management staff in a timely manner

Supervisory Responsibilities:

Supervision of program team


  • Bachelor's Degree

  • 2 years of related healthcare or pharmaceutical experience

  • 1 year previous managerial experience

  • Proficiency in Microsoft Office programs including Word, Excel, PowerPoint and Outlook.

  • Working knowledge of customer service processes preferred

  • Working knowledge of ICH-Good Clinical Practices (GCP) preferred

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Program Manager - Pharma Operations - Patient Services