Program Manager

Patient Experience

JOB SUMMARY:

The Program Manager position represents the core of the Snow Companies business model. This position is ultimately responsible for planning and executing patient education programs in a virtual or live setting, as well as responsible for program promotion and attendance. The key transferable skills for this position are: Virtual & live event planning and coordination, attention to detail, communication, organization, and resourcefulness. Programs team members are responsible for liaising with the Account team members to effectively understand the needs of the clients with regard to program selection and development. Program Managers report directly to Associate or Program Directors. Snow’s business is centered around the patient journey, and the Program Manager, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of these patients and caregivers. The Program Manager must be able to incorporate the unique patient/caregiver experience into the strategies and solutions we provide to our clients.

PATIENT PRIVACY:

The core of our business is working with patients. It is most likely that you will come in contact with personally identifiable information (PII) and personal health information (PHI) of patients living with chronic illness. The Program Manager will be required to successfully complete and adhere to training courses which may include, but are not limited to:

• Snow Policies and Procedures
• Health Insurance Portability and Accountability Act (HIPAA) requirements such as the Privacy Rule, the Security Rule, and Sunshine Act reporting
• Adverse Event (AE) Reporting 
• The promotional requirements for pharmaceuticals under the FDA and FTC and other applicable federal or state regulations
• Privacy and Data Security

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

It is preferred that the Program Manager has experience in and is able to perform the following essential duties and functions:

• Coordinate virtual webinars and events geared towards a patient and caregiver audience on behalf of our pharmaceutical clients
• Coordinate live event details including all management of venue set up, menu selection, and Audio/Visual needs
• Understand technical requirements and meeting outcomes to make appropriate platform recommendations (AdobeConnect, Webex, Zoom)
• Create virtual events with the appropriate platform settings and provide training for clients and presenters as needed
• Communicate with clients, pharmaceutical sales representatives, and internal teams to solidify details for events (live or virtual)
• Lead the production of events and take on the role of the production director during the event (live or virtual)
• Provide primary technical support to the client and internal team during the virtual engagement process, including any tech run-throughs scheduled prior to the actual event
• Perform as the event host or moderator for part of or the entire event (live or virtual)
• Conduct research and analysis of key competitive markets and make recommendations regarding the program platform or location and design of the event
• Participate in client meetings and conference calls to identify issues and make recommendations on how to eliminate future occurrences
• Individuals will be responsible for interfacing with contractors and vendors in a professional manner and assisting the department staff in programs, outreach, promotions, research, and campaigns
• Coordinate with third-party vendors to provide supervision on contractual details and instruct contractors on details and expectations
• Provide regular communication with client representatives regarding ongoing program development and effectiveness
• Establish an excellent working relationship with assigned clients and continuously strive to improve the level of overall service the company is providing
• This position may include up to 25% in travel

The Program Manager may be asked to perform additional duties and responsibilities consistent with those listed above based on business needs.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge:

•  Proficient working knowledge in a Microsoft Windows environment to include:

• Word processors (Word)
• Spreadsheets (Excel)
• Presentation software (PowerPoint)
• Email (Outlook)
• Salesforce (preferred)
• Zoom (preferred)
• Event planning and coordination
• Basic mathematics and business statistics

Skills:

• Public speaking
• Teamwork mentality
• Organization and file management
• Multitasking
• Empathy
• Attention to detail

Abilities: 

• Flexibility in job roles/responsibilities/business hours
  • Although day-to-day work should take place mostly during regular office hours (9:00 a.m.–6:00 p.m., Monday–Friday), candidates selected for the Program Manager position should expect that the workload and nature of the work will require hours that may extend past the business hours of the company. This includes working on the weekends
• Comprehension of general documents related to the pharmaceutical/biotechnology industry
• Critical thinking
• Travel
• Problem-solving
• Conduct outreach calls
  • Outreach calls are a necessary function of those in a Senior Program Manager position. Therefore, candidates selected for this position will be expected to contribute as needed to this important function. Candidates not comfortable or willing to make outreach calls, which are typically “cold calls,” should take this under consideration when applying

EDUCATION, EXPERIENCE, AND RELATED QUALIFICATIONS:

Bachelor's degree from a four-year college or university and three to five years of related experience and/or training preferred. Candidates must have a valid driver’s license. In some instances, a passport may be necessary.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands (to finger, handle, or feel), reach with hands and arms, and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move more than 25 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT/ENVIRONMENTAL CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate with no or very limited exposure to physical risk.