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Program Specialist II (865726)

Atrium Herndon ,VA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

**Must be within 20 minute distance to office in Herndon, VA**


Provide customer support and assistance to Trapollo Customers, End Users and Subcontractors as Technical subject matter expert. Perform scheduling at home and phone assisted installation of remote health monitoring technology. Organize installation schedule(s) and confirm logistics surrounding appointments. Utilize the Trapollo ticket system, provide technical support for a variety of health care technology. Stay abreast of current and future health monitoring technology through continuous formal and self-paced training. Communicate effectively with nontechnical senior population and internal technical teams.


  • Supports pre-launch program design meetings – completes draft and final process flows and other customer-facing documentation, provides clients with Trapollo standard call center scripts, shipping documentation, and step by step processes
  • Provides training of Trapollo’s proprietary software application to new clients; leads efforts in finalizing setup of software application per client specifications
  • Works with external software vendor teams to confirm monitoring application setup for client and leads efforts to train both Trapollo staff and client staff on external monitoring application
  • Manages the creation and finalization of internal device setup guides and reference documentation for Customer Engagement, Technical Support, and Supply Chain Teams
  • Leads efforts to address internal and external challenges and escalates to appropriate management resource; follows up on resolution with all parties
  • Proactively monitors inventory levels and RMA metrics for reporting purposes with manufacturer and client
  • Updates program documentation and internal process flows as necessary and provides ongoing training to new staff members as well as refresher training to current staff
  • Provides backup reporting as evidence for monthly invoicing to all customers under program management
  • Proactively provides cost analysis for programs to Service Delivery Manager and works through financials with leadership team to ensure utmost profitability
  • Develops strong working relationships with a diverse group of people in order to promote a positive working environment
  • Provides customer facing Program Reviews
  • Reviews all incoming customer inventory prior to uploading devices into the company’s inventory management system
  • Completes all necessary internal and external change requests to streamline programs and processes
  • Works with Service Delivery Manager to track, manage and update internal reporting requirements
  • Create and maintain meeting minutes and agendas to include action items and owners; Follows up on both internal and external action items
  • Supports program close out activities including: inventory reconciliation to include coordinating inventory retrieval and shipment back to manufacturer, final invoicing, and software application data archiving

Additional Duties:


  • Supports ongoing client needs and checkpoints
  • Work closely with technical support manager to familiarize team with hardware, software, and RMA processing
  • Proactively researches solutions when internal issues arise and brings potential resolutions to leadership when escalating issue
  • Ensures quality manager is trained on program specifics to assist in QA processing
  • Understands each departmental responsibility and strives to assist where needed to ensure overall program success




  • A Minimum of 5 or more years of experience required in Customer Service, Project or Program Management position(s)
  • 2 or more years in a team lead position
  • Requires strong knowledge of Microsoft Word, Excel, PowerPoint, and Outlook
  • Excellent organizational, time management and detail oriented with good judgement and problem-solving skills to work effectively with teams throughout organization




  • BS/BA degree in related discipline strongly desired (i.e. Business, etc.)
  • Experience in healthcare industry desired
  • 2 or more years of management experience
  • Project Management or Agile Project Management experience desired


Please note contractors are engaged to provide services to Cox on a temporary basis in connection with a specific assignment. Contractors are hired and employed through Atrium, our third-party payrolling provider.


By applying for this position you agree to the Atrium Terms and Conditions. Agreeing to these terms, includes permission to use the email address and mobile phone number you provide during the application process or throughout the duration of your prospective or actual employment to notify you of job openings, profiles, articles, news, and other employment-related information, as well as to notify you of special promotions or additional products and services offered by us or our affiliates and partners (collectively, “Atrium Alerts”). Atrium Alerts may be sent by email, phone or text message. Your personal information will be safely stored in our database. Atrium does not sell your personal information to third parties. Text message and data rates may apply. To OPT OUT of text messaging or to modify your communication preferences for Atrium Alerts at any time, please contact us at

If you do not agree with the Atrium Terms and Conditions, you can still complete your application for this position by emailing your resume to our team at Please include the job title in the subject of your email.





Herndon, VA
20171 USA