Job description

The Ambassador Services positions are vital to the core business of Snow—the Patient Ambassador™ Program. The Mentor Program Manager, a key position within the Ambassador Services Team, is responsible for planning and implementing all Mentor Program interactions including Mentor and program registrant relations. The Mentor Program Manager must work in a fast-paced environment, meeting deadlines, multitasking, and coordinating with all divisions of the Ambassador Services Team including Analytics, Relationship Managers, and Coaching and Training Specialists. The Mentor Program Manager must also work closely with Account Team leads, health educators, and Mentors to address and meet the objectives of Snow’s clients relating to Mentor Program management.

The Mentor Program Manager serves as the direct point of contact for Mentors and is responsible for overseeing all Mentor Program-related projects from start to completion; including needs assessment, project management, compliance adherence, Mentor communication skills training and assessment, coordinating schedules for Mentees/Mentors, completing post-call evaluations, maintaining accurate reporting, and providing excellent customer service throughout the entire program process.

A Mentor Program Manager must have excellent listening and communication skills, strong organizational skills, and must be able to develop personal relationships with Mentors which convey compassion, while maintaining professional boundaries. The Mentor Program Manager will also be responsible for extensive documentation with regard to all Mentor communication and engagement.

ESSENTIAL JOB FUNCTIONS AND RESPONSBILITIES:

The Mentor Program Manager, Ambassador Services must be able to perform the following essential duties and functions:

General:

• Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail
• Display clear comprehension of legal and regulatory guidelines issued by the U.S. Food and Drug Administration (FDA) as they apply to the Ambassador Program
• Understand pharmaceutical industry regulations (both current and expected changes)
• Demonstrate a complete understanding of HIPAA privacy guidelines and maintain all contracts, health records, and personal information in accordance with these guidelines
• Develop strong partnership with Analytics Specialists, Relationship Managers, and Coaching and Training Specialists to align on team processes, client initiatives, compliance regulations, and project management
• Partner with Account Team on all Mentor engagement, training, and performance evaluation
• Identify and suggest methods to improve process and efficiency for the Ambassador Services Team
• Analyze Mentor utilization needs to develop new initiatives or modify and improve existing initiatives in partnership with Account Teams to meet client objectives
• Update standard operating procedures on a regular basis to reflect changes in brand initiatives, policies, and procedures, and ensure timely communication of these updates
• The primary job functions and responsibilities include, but are not limited to, those listed

Mentor Program Management:

• Understand the disease category, special needs, and individual requirements associated with each category to become the Mentor expert on programs managed
• Manage Mentor relationships and problem-solving with professionalism
• Demonstrate empathy and compassion in all communications
• Coordinate Mentor calls on behalf of Mentors/Mentees utilizing only approved email communications and/or scripts
• Evaluate and understand Mentor’s strengths, experiences, and approved talking points to match appropriate Mentors with Mentees based on registration preferences
• Manage post-call evaluations to understand Mentee satisfaction and call-to-action from the Mentor/Mentee connection
• Partner with Relationship Manager to ensure contractual obligations are fulfilled
• Assist Account Team with any Mentor training
• Facilitate expense process for Mentor calls
• Communicate with health educators regarding registrations
• Work closely with Coaching and Training Specialists to ensure proper communications and presentations skills coaching takes place for Mentors
• Evaluate Mentor performance to ensure compliance adherence, client objectives are met, and Mentee satisfaction is achieved

Documentation and Reporting:

• Ensure all Mentor communications are documented within Salesforce (online data management platform)
• Document Mentor utilization, Mentee registrations and call schedules, and post-call evaluations within Salesforce
• Participate in extensive training on Adverse Event reporting
• Ensure all Adverse Events are reported per client requirements
• Work closely with Analytics Specialist to provide detailed reports on Mentor utilization and touch points
• Coordinate with Relationship Manager to ensure contracts are up to date and closely monitor expiration dates to ensure there is never a lapse

REQUIRED SKILLS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

Bachelor's degree (B.A.) from a four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience preferred.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Williamsburg, VA 23185

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