Train and manage a successful team of 9 employeesOversee associates to ensure their ability to handle calls and provide appropriate customer service, document requirements in the system, and manage follow-up calls.Monitor the performance of staff members to assess training needs and requirements.Provide input for scheduling in order to provide adequate staffing; makes recommendations to management for required changes.Assist with quality assurance and quality improvement initiatives; makes recommendations for changes in operations and assists in the execution of these changes.Project management including, reimbursement programs, compliance and education based programs, nursing and pharmacy services and CRM enhancements / maintenance within clinical patient support programs.Implement assigned call centre projects.Design and development of new projects including development of protocols, resource allocation and database.Ongoing evaluation of project strengths, weaknesses and potential areas for improvement.Produce all project related reporting.Participate in client meetings.Budgetary forecasting.Quarterly presentations. Daily and on-going client project communications.Identify and implement staff recruiting strategies and participate in the hiring process.

Supervise a team of 10 employeesMaintenance of a territory caseworker assignmentOngoing maintenance of the assigned projectsMonitoringProtocol adherenceDocumentation in case files (electronic and hard files)Database use and accuracy of information collectedPhone calls for accuracy of content and telephone etiquetteParticipation in client consultations and working sessions in collaboration with the manager or in the manager’s absenceIdentification of training needs based on monitoring and lead refresher training as required and determined necessary in collaboration with the managerWith the manager, participate in the hiring and training process of new staffIdentification of needs for modification of program database, protocols and current processesDaily and on-going client project communicationsAssistance and back up to the managerClient reporting

Responsible to investigate funding for qualified patients via health care reimbursement providers, including the completion of special authorization forms, appeal letters and follow up calls with both private and public payers Coordinate pharmacy process once coverage has been established Responsible for drug order creation through network pharmacies Create adverse events reports Assist Associate Program Manager/Program Manager with reports or projectsBe the 'go to' caseworker for all other team members

Responsible to schedule all building reviews either on a six month or yearly rotation with property managers and in-house consultantsBook flight, transportation and hotel stays for all in-house consultants, President and Owner In charge of several client portfolios with the task to communicate with all property managers on a regular basis to ensure completion of the organization's online Health and Safety system by month's end