New

Program Associate- REMOTE

TEKsystems
$30.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, North Carolina, Charlotte
Sep 15, 2025
Description Job Overview: Start Date: 10/13 Training Hours: 8:30-5 pm EST Program Hours: 8:30-8 pm (shift needs TBD) The Program Associate is responsible for supporting the program(s) to which they are assigned by serving in a detailed, subject specific role. For most FPA programs, such as hubs, reimbursement hotlines, patient assistance programs, co-payment programs, and other programs, A 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: The Program Associate is expected to support the staff, program(s) and the Supervisor in the following areas (but not limited to): 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. Program Specific Knowledge: * 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. 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 Sep 26, 2025. h4>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. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.