The Program Support Specialist is responsible for comprehensive monitoring, analysis, and support for both fraud prevention and the Per Patient Pricing Program. This role entails managing data review, account qualification, contract execution, and customer correspondence—ensuring accuracy and compliance across multiple systems. The Specialist prepares reports, conducts ad hoc analyses, and provides expert support to both internal and external customers, continuously seeking process improvements. Strong analytical, organizational, and communication skills are essential, alongside proficiency in Excel and order management systems. This position requires adaptability, initiative, and a commitment to delivering exceptional service and maintaining program integrity.

Key Responsibilities

• Uphold and execute SOP monitoring processes, including analyzing potential fraud indicators, retrieving and reviewing data monthly, and documenting cases accurately in Moxie.
• Analyze and qualify accounts for program participation, execute contracts, and track to completion, ensuring all data is maintained in relevant systems.
• Manage shared inboxes for program correspondence, including certificate tracking, customer inquiries, and follow-up.
• Prepare and present clear, data-driven reports for governance and cross-functional meetings.
• Conduct ad hoc analyses: investigate flagged accounts, assess loss of revenue, and identify process improvements.
• Maintain and update tracking files/dashboards (Excel, PowerBI, ThoughtSpot, MOXIE) using advanced Excel skills (nested IFs, Pivot tables, XLookups, SUMIFS).
• Continuously review and recommend modifications to the fraud rules, including program process improvements, to enhance efficiency and reduce manual work.
• Leverage Microsoft Word formulas to generate personalized letters, automatically populating recipient-specific information. Distribute the letters efficiently by sending them to representatives via email and mailing physical copies to customers as required.
• Work independently, showing initiative, adaptability, and critical thinking.
• Collaborate effectively in cross-functional team meetings.

Work Allocation

• 40% Creating case files
• 5% Meetings with finance
• 20% Prepping mail merge files
• 10% Sales representative communication
• 10% Responding to emails in shared mailbox/Moxie/cases
• 5% Follow-ups on certificates
• 10% Mailing out physical letters

Skills & Abilities

• Initiative and sound decision-making
• Critical thinking and timely completion of accurate work with minimal supervision
• Strong prioritization, organizational, and communication skills
• Effective written and verbal communication
• Ability to work collaboratively and independently
• Adaptability to new technologies and changing processes
• Exceptional phone etiquette and listening skills