Program Manager

SMART Business Advisory and Consulting, LLC is one of the fastest growing professional services firms in the United States.  Established in 1988, SMART now has nearly 600 Professionals.  We serve national and international clients from our headquarters in suburban Philadelphia and our offices in the metropolitan areas of Atlanta, Baltimore, Chicago, New York, Philadelphia, Washington, DC, Amsterdam and London.

 

SMART provides an entrepreneurial, fast-paced environment where the “Best Idea Wins.”  Our focus on competitive compensation, professional development, and commitment to work/life balance clearly demonstrates our dedication to Excellence, Growth and YOU.

 

SMART has an exciting opportunity available for an experienced Program Manager to join our team.  If you have at least 10 years experience dealing with Benefits Administration and a Call Center environment, overseeing staff, then we have an exciting a new career opportunity.



Specific Job Duties:

  Key liaison with in-house DMVA representative Ensure correct interpretation of the program legislation as it applies to the adjudication of claims and inbound correspondence Work closely with the Quality Control Manager to implement and maintain quality control processes Provide daily oversight of the existing application processing software (training will be provided) Follow-up and prepare responses to any inbound correspondence from State agencies Respond to requests from DMVA for statistics and other program information. Create correspondence to address special and/or sensitive situations. Create additional guidelines and documentation to improve the accuracy with which claims are submitted. Support outreach events (special mailings, presentations, handouts, etc.).  Perform routine project management and client communication tasks Work with Lead Customer Service Representative to ensure that call center and application processing staff are in place and performing to expectation

Job Requirements:


Desired Skills:

  Ability to work with and provide supervision for an hourly paid, temporary workforce consisting of both military veterans and civilian employees.  Currently 3 CSR’s employed on the project Excellent customer service skills and client facing skills.  In this role you will have ongoing, daily interaction with the onsite DMVA assigned representative Detail oriented, with a demonstrated high regard for quality work Experience dealing with government legislation and/or rules interpretation in public or private sector is desired Experience with government administration projects is a plus Experience in Call Center and/or application processing / benefit processing environment is a plus Strong basic computer skills in Word Processing, use of spreadsheets, data entry, etc.  Possess an aptitude for learning with quick adoption. Good typing skills Demonstrate the ability to take on increasing amounts of responsibility for the operation, including the physical facilities and equipment Military experience is a plus but is not a mandatory requirement Authorization is required to work in the US; SMART will not offer visa sponsorship for this position. 



We are an EO/AA employer.  We value diversity in the workforce.  

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