Dohmen Life Science Services

  • Program Manager

    Job Locations US-MO-Chesterfield
    Job ID
    2018-2024
    # of Openings
    1
    Category
    Patient & Customer Support
  • Overview

    OUR CULTURE:

    At Dohmen, we are committed to keeping our clients for life, ensuring no conflict of interest exists, achieving continuous innovation, and focusing on continuous improvement.  Our behavior is guided by five simple values that define how we work and are the essence of what makes us successful:

     

    Caring: We are empathetic and respectful.  We ask “How can I help you?”

    Committed: We are dedicated and persistent.  We ask “How can I make it happen?”

    Creative: We are inventive and imaginative. We ask “How can I do it better?”

    Collaborative: We are cooperative and share our knowledge. We ask “How can we achieve success?”

    Courageous: We’re willing to risk failure over inaction. We ask “How can I challenge myself”

     

    THE POSITION:

    The Program Manager is responsible and accountable for the coordination and management of Client Issues and Client Requests. The purpose of the positon is to lead product launches, transition of services, and new service installations for existing clients. This position also supports client management as the liaison to Operations, Finance, and Technology as a Client Advocate.  This person is responsible for the management and coordination of existing client issues and requests in order to drive increasing levels of client satisfaction. Beyond expedient client service and resolution of issues/requests, successful execution includes frequent communication, accuracy, efficiency and productivity while maintaining a high performing cross-functional team through influence in order to meet client expectations.  This position will work with appropriate resources to support and develop the operation and effective performance of client relationship based areas using DLSS business solutions and processes.

     

    Critical RESPONSIBILITIES:

    Our people leaders are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

     

    • Setting clear direction, effective plans and measurable outcomes
    • Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
    • Engaging employees to maximize their discretionary effort
    • Developing a pipeline of excellent talent to fill future business needs

     

    People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

     

    • Oversight of program to ensure quality and service standards are maintained in accordance with contract, SOPs, and budget
    • Foster ongoing client relationship by acting as the main point of contact for client issues, requests, program specific reporting, and business reviews. Coordinates timely issue resolution based on client priority. Communicates all issues/concerns/escalations/successes to VP Client Services. Prepares and facilitates client business reviews and meetings.
    • Leads development of program specific presentation materials and program specific SOPs
    • Oversight of implementation of key program initiatives and changes as assigned

     

    essential duties and responsibilites:

    • Oversight of implementation of key program initiatives and changes as assigned
    • Prepare, monitor, and execute client communication and action plans
    • Manage internal program communication plan including SharePoint site, team meetings and calendar, and operations scorecard
    • Represent program in cross functional meetings and projects as assigned
    • Keep updated on industry trends and regulations to ensure program compliance and address client need
    • Identify opportunities for program improvement, including soliciting patient and client feedback via surveys
    • 10% to related meetings and conferences as needed
    • Other duties as assigned

    The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

     

    An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

     

    MINIMUM qualifications:

    The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

     

    • Bachelor’s degree
    • 5 years’ experience in operations, account management, with healthcare or pharma experience preferred
    • Proficient with Microsoft office suite of applications
    • Excellent time management and organizational skills
    • Detail oriented
    • Creative approach to problem solving with strong conflict resolution skills
    • Excellent written and verbal communication, with strong presentation skills

     

    Preferred qualifications:

    NA

     

    PHYSICAL AND mENTAL dEMANDS:

    This is a largely sedentary role.  While performing the duties of this job, the employee is regularly required to talk, hear, type and engage in repetitive motion. 

     

    The employee frequently is required to walk; use hands to finger, handle or feel; and reach with hands and arms.  The employee is occasionally required to stand or grasp. The employee is intermittently required to stoop or crouch; push or pull; or kneel. 

     

    The employee must occasionally lift and/or move up to 10 pounds and intermittently lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

     

    This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

     

    The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

     

    Working ENVIRONMENT:

    This job operates in a professional office environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderate.  The employee is not substantially exposed to environmental conditions. This job requires intermittent travel outside the local area and overnight.

     

    The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

     

     

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