Program Manager, Ambassador Resource Specialist

Job Description
The Program Manager for Ambassador Resource Specialist, Patient Engagement team will report to the Associate Director, Ambassador Resource Specialist and Telephony Operations, and is primarily responsible for Operational oversight of the ARS Team in the areas of contact center operations and marketing. The Ambassador Resource Specialist provides support to Immunology and Oncology patients through two vendor support teams:
ARS - Providing support to patients who may no longer need a Nurse Ambassador and are further along in the journey.
Key Responsibilities Include:
Manage and oversee the Ambassador Resource Specialist (ARS) team, providing day to day oversight of ARS and ensuring these specialists are achieving or exceeding all operational KPI’s.
Accomplishes contact center human resource objectives through partnering and directing vendor(s) through recruitment and selection, orientation, and training, of new Ambassador Resource Specialist. Additionally, responsible for developing specialist performance plans, based on feedback and insights provided by the HCRS Quality Assurance team.
Analyze and evaluate ARS patient interactions and contact trends to develop optimization models focused on increasing patient engagement.
Analyze contact center volume and project future volume based on Ambassador Enrollment;
Transitional Plans and develop contact center staffing requirements based on current and projected demand. Presents ARS performance results and trends to senior management.
Identify opportunities to improve the customer experience through call monitoring, survey analyses, or any other appropriate means.
Develop and monitor call center metric reporting, and act as needed to assure KPI’s are achieved. Synthesize data/insights and apply this information to program refinement and new initiatives development.
Based on opportunities identified through call monitoring or new brand team initiatives, develop recommendations on new scripts and call campaigns to support business initiatives.
ARS Marketing campaign development
Work with marketing partners to understand brand needs related to ARS opportunities;
· Work with training resources (internal/external) to ensure ARS team members are knowledgably on HUMIRA complete and the resources available to patients.
Create and submit necessary materials into AbbVie's medical/regulatory approval process to get contact center talking points/call guide approved;
Analyze patient contactstrategy of ARS telemarketing campaigns to evaluate effectiveness and recommend changes to further achieve business objectives
Significant Work Activities -Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)