Program Representative

I. Job Summary:
The Program Representative is responsible for providing administrative and essential operational support to their assigned program(s) within Covance. Programs include but are not limited to, marketing support, reimbursement hotlines, patient assistance programs, Hubs, foundations, safety surveillance programs, case management, and compliance programs. The focus of the Program Representative is to serve as the primary coordinator and administrative tasks may include but is not limited to data entry, coordinating mailings, conducting follow-up calls, managing scripted incoming calls, and/or coordinating and transferring urgent program calls to appropriate team members.

C. Essential Job Duties:

- Maintain a professional, calm and friendly demeanor. Express thoughts and instructions clearly in both verbal and written communication; i.e. uses grammatically correct, concise language.
- Quickly and efficiently manage incoming faxes from program customers, identify the nature of the request, document faxes and calls information in applicable software systems, and manage customer inquiries per established procedures, as necessary.
- Conduct outgoing calls to obtain any missing information needed to complete program service, or other appropriate information on a case by case basis.
- Provide clean, complete, and accurate data of information into appropriate software systems.
- Manage, organize, and coordinate mailing of all outgoing program related materials per the program’s specifications.
- Other duties as assigned.

II. Experience:
Minimum Required:
The Program Representative ideally should have one or more years of prior healthcare or customer service experience. The Program Representative must be a hard worker with the ability, drive, and initiative to learn the required services, procedures, healthcare, reimbursement, and customer service skills necessary to support their assigned program(s). Experience in an office setting preferred.

III. Education/Qualifications/Certifications and Licenses

Minimum Required:
The Program Representative will hold a High School Diploma or GED. A degree or evidence of continual work towards a degree is encouraged.

The Program Representative should:

- Express thoughts and instructions clearly in both verbal and written communication; i.e. uses grammatically correct, concise language.
- Easily navigate between multiple computer programs with dexterity.
- Demonstrate solid customer service skills in prior data entry, administrative, retail, or volunteer work.
- Adapt and properly anticipates the next process steps when faced with ambiguous scenarios.
- Learn information quickly and work on multiple tasks simultaneously.
- Thrive in a collaborative work environment, while still working independently.
- Pay attention to nuances, consistently follows processes, and keenly solve problems.

Fortrea is proud to be an Equal Opportunity Employer:
As an EOE/AA employer, Fortrea strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.

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