{"id":3816355,"url":"https://alion.io/job/asembia-program-team-leader","title":"Program Team Leader","company":{"id":2569244,"name":"Asembia","domain":"asembia.com","url":"https://alion.io/company/asembia","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-05T16:12:04Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T15:42:59Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Position: Program Team Leader\nDepartment: Patient Support Center / Call Center\nReports To: Patient Support Center Supervisor\nFLSA: Non-Exempt\nRegular work shifts may vary: The Pharmacies operating hours are 8:00 am - 11:00 pm EST Monday through Friday, and Saturday through Sunday 8:00 am - 8:00 pm EST. \nAt our discretion five 8-hour shifts will be assigned during any of the pharmacy operating hours.\nPrimary Function:\nThe incumbent is responsible for the daily execution and management of all daily activities as well as providing assigned work specialists. The Team Lead will work with internal and external team members to meet daily program Key Program Initiatives (KPI’s) in a timely and efficient manner.\nJob Scope and Major Responsibilities:\nEffectively perform in a high-volume call center hub requiring a blend of soft skills (patience, empathy/compassion, active listening, problem solving) and technical/process skills (mastery of tools, knowledge base, adherence to SOPs, efficient multitasking, problem-solving) to handle numerous calls quickly and accurately, use available resources like knowledge bases, and maintain quality through focused communication and efficient workflow, ensuring quick resolutions while balancing speed with customer satisfaction.\nReceive and effectively route program referrals/prescriptions.\nManaging Exception Reporting.\nEffectively manage the team to accomplish daily tasks. Direct workflow and assignments as needed\nAnswers team member questions, help with team member problems, and oversees team member work for quality and guideline compliance \nDevelop contacts within each member pharmacy in order to maintain most current status on referrals for all programs.\nMaintain tracking document and crosscheck to ensure platform/tracking document accuracy.\nProvide weekly/monthly updates to manufacturer regarding referral status as required.\nMonitor quality and performance of the team and demonstrate the ability to provide feedback in an effective manner that drives change in behavior and results\nReceive and effectively route program “referrals” (prescriptions)\nInterface with programmers as needed to address any system difficulties\nCommunicate with internal contacts, manufacturers, insurance companies, pharmacies and patients to achieve program goals.\nAttend manufacturer meetings to support ongoing program development.\nHold engaging one on ones with team members.\nEffectively train or re-train team members. Identify training needs and provide coaching.\nOversight on operations of all programs and management of work when directors not available.\nManage attendance and tardiness.\nMonitor phone systems and queues to ensure all phone lines are covered throughout the day.\nIdentify potential training gaps, escalating these to site leadership.\nAlert site leadership to any potential staff matters, including performance or behavioral issues.\nEstablish effective rapport with other employees, clients, physicians, pharmacies and clients.\nAdheres at all times to physical, administrative and technical safeguards related to core business when executing job functions.\nAttendance and schedule adherence is critical.\nAdhering to company policies and procedures.\nPossess a professional demeanor, focused on respectful communication, a positive and reliable attitude, and responsible behavior. This includes dressing appropriately, being punctual, maintaining composure, and demonstrating accountability for your actions.\nWorking outside of core business hours may be required.\nSome travel may be required.\nOther duties as assigned.\nCompliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”).\nPerformance Criteria:\nSuccess is defined by accurate and timely routing of referrals and reporting as well high levels of customer service. A high level of employee engagement is critical. Empathetic servant leadership is expected of the Program Manager Team Lead.\nRequired Minimum Qualifications:\nNew Jersey Office ONLY:\nMust be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician. \nMust successfully complete the ASPN Pharmacies New Jersey Policies and Procedures: Assessment.\nNevada Office ONLY:\nMust have Nevada Pharmacy Technician License. Technician Trainee License, issued by the Nevada State Board of Pharmacy is permitted only for internal candidates striving to obtain their Nevada Pharmacy Technician license.\nArizona Office ONLY:\nPharmacy Technician License (requires national certification by PTCB or ExCPT), or Technician Trainee License, issued by the Arizona State Board of Pharmacy. \nPennsylvania Office ONLY:\nMust have Pennsylvania Pharmacy Technician License.\nRemote Workers:\nMust be registered as a Pharmacy Technician with both their home state Board of Pharmacy and the Board of Pharmacy in the state where their assigned office is located.\nALL LOCATIONS:\nHigh school diploma or GED equivalent required.\nBachelor’s degree in healthcare administration, business, nursing, or a related scientific field preferred.\nThree to eight or more years of pharmacy, patient support center, call center HUB, or customer service experience preferred.\nStrong knowledge of pharmacy operations, standard operating procedures, data integrity requirements, quality control/quality assurance practices, and related knowledge tools.\nProficiency with Microsoft Word, Excel, Outlook, and other business systems required for daily operations.\nPrevious supervisory, lead, or management experience preferred.\nAbility to motivate, train, mentor, and coach team members; foster teamwork; set goals; and support conflict resolution.\nKnowledge of ASPN network capabilities preferred.\nStrong relationship-building skills and the ability to communicate effectively with patients, prescribers, pharmacies, payers, internal teams, and pharmaceutical manufacturer partners.\nGeneral knowledge of pharmacy laws, practices, procedures, insurance processes, and third-party billing systems.\nAbility to prioritize competing responsibilities, manage multiple tasks, and work effectively in a fast-paced environment.\nExcellent verbal and written communication skills.\nAbility to work independently and collaboratively as part of a team.\nAbility to maintain confidentiality and safeguard protected health information (PHI).\nAbility to support daily operations, allocate tasks, monitor performance, and resolve complex patient access barriers in a timely manner.\nStrong understanding of healthcare regulations, compliance requirements, HIPAA, medical terminology, and adverse event reporting procedures required.\nAbility to travel as required.\nMust maintain a professional demeanor and courteous attitude when interacting with individuals at all levels.\nReliable and consistent attendance and schedule adherence are required.\n\n ASPN Pharmacies is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.\n06/02/2026","description_format":"text","description_chars":7329,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Pharmaceutical Distribution"],"lifecycle":[{"event":"open","at":"2026-11-05T16:12:04Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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