Mentor Program Specialist

Mentor Program Specialist 

FLSA Status: Exempt

JOB SUMMARY:

The Mentor Program Specialist (MPS) is responsible for implementing all Mentor Program interactions including Mentor and Program Registrant relations. The Mentor Program Specialist will work in a fast-paced environment, meeting deadlines, multitasking, and coordinating with many divisions of Snow including Compliance, Analytics, Ambassador Managers, and Coaching and Training Specialists. The Mentor Program Specialist 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 Specialist serves as the direct point of contact for Mentors and oversees compliance adherence and Mentor communication skills training, coordinates schedules for Mentees/Mentors calls, completes post-call evaluations, maintains accurate reporting, and provides excellent customer service throughout the entire program process.

A Mentor Program Specialist must have exceptional listening, communication, and organizational skills, and must be able to develop personal relationships with Mentors that convey compassion while maintaining professional boundaries. The Mentor Program Specialist will also be responsible for timely and thorough documentation for all Mentor communication and engagement.

Snow’s business is centered around the patient journey, and the Mentor Program Specialist, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of these patients and caregivers. The Mentor Program Specialist must be able to incorporate the unique patient/caregiver experience into the strategies and solutions we provide to our clients.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The Mentor Program Specialist 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 Mentor Programs
• Understand pharmaceutical industry regulations (both current and expected changes)
• Demonstrate a complete understanding of HIPAA privacy guidelines and maintain all documentation in accordance with these guidelines
• Develop strong partnership with Compliance, Analytics, Ambassador 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 as well as identify and communicate any gaps (instances where additional mentors may need to be recruited to participate in the Mentor Program)
• Identify and suggest methods to improve process and efficiency for the Mentor Programs
• 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

Mentor Program Management: 

• Understand the disease category, special needs, and individual requirements associated with each category to become the 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 Ambassador 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 presentation skills coaching takes place
• Evaluate Mentor performance to ensure compliance adherence, client objectives are met, and Mentee satisfaction is achieved
• Understand all of the approved communications surrounding the Mentor Programs (e.g. availability, confirmations, reminders, evaluation), the timing of the various communications, and be knowledgeable about what materials are due to expire to ensure that only currently approved materials are in use, and any recommended improvements can be suggested in advance of reapprovals

Documentation and Reporting:

• Ensure all Mentor communications are documented in Salesforce (online data management platform)
• Document Mentor utilization, Mentee registrations and call schedules, and post-call evaluations in Salesforce
• Participate in extensive training on Adverse Event reporting
• Ensure all Adverse Events are reported per client requirements
• Work closely with Analytics to provide detailed reports on Mentor utilization and touch points
• Coordinate with Ambassador Manager to ensure contracts are up to date and closely monitor expiration dates to ensure there is never a lapse
• Utilize reports to check all data and documentation on registrations and call schedules, and ensure all tasks are completed timely and accurately
• Periodically test and check that program elements are operating as expected (e.g. web registrations, flows, moderator and/or monitors assigned to calls as expected, check transcripts)

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.

Outreach Calls: 

While not all positions have the core responsibility of cold calling or outreach calls, all positions will be expected to perform this task when necessary. Mentor Program Specialists are required to make outreach calls in response to mentor program registrations, and while cold calling is not a core function of this role, it is a necessary function for the client team. Therefore, candidates selected for this position will be expected to contribute to this important function. Candidates not comfortable or willing to make outreach calls, which are typically a “cold call,” should take this into consideration when applying for this position.

Weekend & Night Work:

Although day-to-day work should primarily take place during regular office hours, there will be occasions when you are required to shift working hours into the evening and/or over the weekend. Candidates selected for the Mentor Program Specialist position should have the expectation that the workload and nature of the work will require flexible hours that may extend past the business hours of the company (8:30 a.m.–6 p.m., Monday–Friday). This includes working on the weekends.

Flexibility:

The core business hours that you work may change based on business needs. Candidates need to understand this and expect that their shifts may change from time to time.

Collaboration/Teamwork:

The size and nature of our company will require that you work in collaboration with people in other departments. Candidates must demonstrate their willingness/ability to step into other roles as needed to drive the success of the company. Candidates will need to demonstrate their ability to be a contributing member of a team that has goals that are broader than an individual job description or function.

Language Skills/Communication:

Candidates must have the ability to read and comprehend general documents relating to the pharmaceutical/biotechnology industry that include but are not limited to: medical education, medical periodicals, clinical trial data, package inserts, medical procedures, industry regulations, and reimbursement/tax guidelines. Candidates must have the ability to prepare and present business reports and correspondence. Candidates will have demonstrated their ability to effectively and professionally communicate with managers, clients, customers, Ambassadors, and the general public. Working with patients requires the candidate to exercise discretion and empathy as patients are living with chronic conditions. Fluency in a foreign language is a plus.

Patient Privacy:

The core of our business is working with patients. It is most likely that you will come in contact with Personal Consumer Information (PCI) of patients living with chronic illness. It will be required that you take training courses that include but are not limited to:

• Snow Policy Training
• Health Insurance Portability and Accountability Act (HIPAA)
• Adverse Event (AE) Reporting Training
• U.S. Food and Drug Administration (FDA) Training

Computer Skills:

Candidate must have excellent computer skills in a Microsoft Windows environment to include:

• Word processing (Word)
• Spreadsheets (Excel)
• Presentation software (PowerPoint)
• Email (Outlook)
• Internet and World Wide Web

Mathematical Skills:

Candidates will have the ability to comprehend and utilize basic mathematical skills as well as business statistics to include percentages, ratios, discounts, interest, commissions, and proportions.

Reasoning Ability:

Candidates will have the ability to identify and define problems while applying good problem-solving skills through collecting data, establishing facts, and drawing valid conclusions. Candidates will have the ability to deal with a variety of concrete variables in situations where only limited standardization exists. Candidates will have the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Candidates will be capable of applying industry benchmarks to create standardized practices.

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 the 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, talk, and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The employee must be able to operate a motor vehicle.

Certificates, Licenses & Registrations: 

Candidates must have a valid driver’s license. In some instances, a passport may be necessary.

Education and Experience:

Bachelor’s degree 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.

Omnicom Health is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice.