Program Associate

Job Title: Program Associate

Location: Remote, US

Role: Only available for current Neovance contingent workforce.

About Neovance:

At Neovance, we’re transforming the patient experience by driving better outcomes through compassion, innovation, and operational excellence. With more than 30 years of experience partnering with the biopharmaceutical industry, we deliver agile, technology-enabled patient access solutions that help people start and stay on therapy.

Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy – each designed to remove barriers to care and ensure patients receive the therapies they need when they need them.

Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time.

The Opportunity:

As a Program Associate at Neovance, you’ll be the subject-matter expert for specialized healthcare programs, training and coaching agents, monitoring quality, analyzing program reporting, and delivering exceptional customer service. You’ll identify service trends, manage escalations, take part in client meetings, and mentor team members, all while finding ways to continuously improve program outcomes.

This is a full-time, remote U.S. role in a fast-paced contact-center environment. You’ll typically work an eight-hour shift, Monday – Friday, between 8:00 AM and 8:00 PM ET based on your assigned program, with a 30- or 60-minute unpaid lunch and occasional overtime as needed.

What You'll Do:

Agent Training & Coaching

• Lead training sessions – Deliver training on program service offerings, standard operating procedures, and software systems for staff within your assigned program.
• Keep training current and compliant – Stay up to date on program procedures, keep training materials, reference guides, and quality and audit requirements in compliance, and recommend improvements based on training effectiveness.
• Coach and mentor – Monitor new agents’ performance and serve as an ongoing coach and mentor once training is complete.
• Assess call quality – Listen to agent calls to evaluate customer service levels and provide feedback to Supervisors and the Program Manager, Service Delivery.
• Partner across teams – Collaborate with other functional teams to identify training needs, update training programs, and maintain consistent call quality expectations.
• Protect patient information – Follow all organizational and regulatory standards for handling patient information, including patient safety reporting, and complete all required privacy and data-handling training.

Client & Program Communication

• Respond to stakeholders – Answer questions from client contacts, the Program Manager, Service Delivery, Account Director, and program customers with clear, concise communication.
• Manage escalations – Handle program call escalations by listening to customers, identifying solutions, and following through on next steps.
• Spot trends – Identify and escalate program trends based on common questions and contribute recommendations to address issues.
• Support client meetings – Attend client meetings to support the program and Supervisor as needed.

Reporting & Analytics

• Report on performance – Prepare and interpret standard monthly and ad hoc program reports, communicating trends and issues to your Supervisor.
• Drive improvement – Proactively identify process and performance improvement opportunities and partner with your Supervisor and the Program Manager, Service Delivery to assess and implement changes.
• Solve problems – Apply analytical problem-solving skills to address program issues and challenges.

Program Expertise

• Be the go-to expert – Serve as team lead and subject matter expert on program processes, lending technical expertise when needed.
• Close knowledge gaps – Identify program-specific knowledge gaps from agent calls, escalate to your Supervisor, and help develop recommendations to improve.
• Help build the team – Participate in interview panels for Program Specialists and Program Representatives as needed.

What You'll Bring:

• Bachelor’s degree in business administration, public health, clinical science, health services research, health economics, or a related field (or evidence of continual progress toward a degree); OR a high school diploma/GED plus 6+ years of equivalent experience in a relevant field
• 3+ years of experience in healthcare, reimbursement, a healthcare contact center, healthcare program management, or a closely related field
• Experience leading, organizing, and establishing program training and providing guidance to staff
• Experience working with data
• Intermediate to advanced proficiency in Microsoft Excel, PowerPoint, and Word
• Secure, private workspace and reliable high-speed internet

All job offers are determined based on a candidate’s location, skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data.

Regular, full-time, or part-time employees working 30 or more hours per week are eligible for comprehensive benefits including:

• Medical, Dental, and Vision coverage
• Life Insurance
• Short- and Long-Term Disability
• 401(k) with a 5% company match with immediate vesting
• Personal Time Off (PTO) or Flexible Time Off (FTO)
• Company bonus where applicable

Neovance conducts all official hiring processes exclusively through verified channels. We do not extend employment offers or confirm hiring decisions based solely on email communication. We encourage you to be vigilant against fraudulent hiring messages - especially those offering unusually high pay, requesting personal information early in the process, or claiming to extend an offer without an interview. For a full list of our job openings visit our career page.