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CoPay and Fulfillment Manager – East Hanover, NJ','PHR000122','United States-New Jersey-East Hanover','!*!Exciting opportunity to join PDI, a Publicis Health Company, in support of a top 10 pharmaceutical company! Or in Partnership with Novartis Pharmaceuticals.
We are currently seeking passionate, highly motivated, experienced individuals with a demonstrated track record of success in the contact center environment. Our client’s Customer Interaction Center (CIC) supports inbound Healthcare Service programs across a multitude of marketing campaigns, disease states, and projects. The CIC provides customer service support to inbound inquiries across several channels to include telephone, email, postal mail, fax, and chat.
These positions are located in East Hanover, NJ.
CoPay and Fulfillment Operations Manager
Management and tactical execution of email, SMS, direct mail fulfillment supplier activities and Copay Card and Voucher patient benefit program suppliers.
Essential duties and responsibilities include but are not limited to the following:
Manage the fulfillment requirements of multiple Consumer and HCP programs, across several brands, including one-time mailings, RM programs and Adherence Programs
Participate in face to face brand strategy and Launch Management Team meetings
Ability to effectively manage a P&L and budget
Manages relationships, implementations, multiple vendors, operations, and post-launch.
High attention to detail and ability to follow through on escalations
Participate and actively contribute to weekly operations meetings for each program
Develop and implement business rules for new business tactics with project execution team members (Brand, Operations Manager, Contact Center).
Consult with Creative agencies and Brand team members to implement template assets and approved sizes of DM and EM for faster on boarding of new work streams.
Manage key project milestones to meet the overall campaign deliverables, including managing the submission of first use for MAP approval and FDA submissions.
Final Quality Assurance of production ready assets.
Manage asset inventory for all DM components.
Manage re-reviews for all DM and EM assets to ensure adherence with MAP approval and FDA submissions.
Establish, track and analyze fulfillment operations to identify critical trends and implement needed process enhancements
Ensure compliance with compliance and regulatory requirements and guidelines (including 48hr PI, Vermont pricing and other state requirements)
Manage the implementation of various patient benefit programs (copay and voucher cards), including developing the business rules and managing prefix assignment.
Develop key operational reports for fulfillment management to monitor performance and drive continuous process improvements
Requirements for the position:
BA/BS Degree or equivalent work experience
3 years of experience with Fulfillment operations (DM, EM and SMS) and project implementations with experience managing a minimum of 3 implementations simultaneously
Strong project management skills preferred
IT technical skills preferred
Strong analytical and report creation skills preferred
Minimum at-home requirement of High Speed Cable Internet or Fiber Optic Cable to ensure ability to work remotely from home as required by business need
At PDI, a Publicis Health Company, our vision is to continuously aspire to design, develop, and deliver industry leading healthcare solutions that accelerate patient access to enable the best possible outcomes. Publicis Health and its business units specialize in the sales and promotion of pharmaceutical brands, services, and products through field and inside sales.
When you join PDI, you have the opportunity to work with and learn from leaders in the health care industry. Our commitment to a team-oriented culture and value-based leadership model provides an environment where our employees can work to their full potential. All opportunities with Publicis Health business units offer competitive compensation including a comprehensive medical benefits package, 401-k benefits, and the opportunity to grow with the nation's leader in healthcare sales.
One of our goals is to continuously drive innovation through our people by creating an open, respectful, inclusive and trustworthy work environment. We encourage and support equal employment opportunities for all associates and applicants for employment without regard to race, color, creed, religion, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, citizenship status, marital status, medical condition as defined by applicable state law, genetic information, disability, military service and veteran status, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. We do not condone or tolerate an atmosphere of intimidation or harassment.
PHrequency, Publicis Health’s full-service contact center, was awarded J.D. Power certification in January 2018 by providing “An Outstanding Customer Service Experience” as an Outsourcer for the Pharmaceutical live phone channel. J.D. Power’s rigorous assessment process grants certification only to organizations dedicated to the highest level of customer satisfaction.
J.D. Power 2017 Certified Contact Center ProgramSM recognition is based on successful completion of an audit and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit ****
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**** ****and Fulfillment Manager – East Hanover, NJ