Medicine Assistance Program, Northwest Chapter Work Values

Daily Duties at Medicine Assistance Program, Northwest Chapter:

Reported directly to President. Chaired committee responsible for service delivery and customer service. Responsibilities included resource allocation, space/facility planning, and problem resolution. • P&L responsibility for $1.2MM; managed 10 (home-based) direct reports and 3 (on-site) indirect reports support staff. • Innovated 100% home-agent-based, blended call-center. • Implemented operations metrics, improving CSAT scores from 90% to 93%, and improving schedule adherence (from 70% deficient to 20% deficient). • Reduced average call value from 60 seconds to 35 seconds, and cost-per-call from $3 to $1.50. • Improved volume forecast accuracy by 30%. • Achieved 90% employee retention; abandoned call rate less than 5%; 24-hour response to e-mails. • Reduced data errors by 5%; increased medical office signups by 15%. • Managed multi-peril operations audit processes, validating field-legal requirements and Federal HIPAA compliance, reviewing and resolving all issues. • Configured a “hub and spoke” cross-functional labor pool, reducing operation costs by 60%. • Company disbanded when a consortium of pharmaceutical companies created RXAssist.

What they like about Medicine Assistance Program, Northwest Chapter:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Six Sigma Lean, Multi Client Experience, Relationship Building, Project Management, P&L Responsibility, Service Delivery Management, Quality Control, Customer Service, Team Building, Voice of Customer Data Collection Planning, Hospital Experience, Organization Skills

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , Six Sigma, Program Management, Project Management

These are some of the questions we asked our climbers about their experiences with Medicine Assistance Program, Northwest Chapter: