Focus on Program Management: Part 2
In Part 1 of our series on the importance of program management, we asked Lauren Blauw, a WCS Director of Screening Services, to talk about the importance of her role.
Today, Sasho Gichevski, one of WCS’s Senior Account Managers, shares his perspective.
When Sasho joined WCS in 2011, he already had more than a decade of wellness experience under his belt. Since then, he has managed a number of high-profile screening campaigns, often working with the same large groups year after year.
How would you describe a Program Manager’s role? What does a typical day look like?
We’re here to make sure our clients are happy, and that starts with listening and being responsive. Once we understand the needs of a particular group, we try to be as flexible as possible—but also share best practices. We’ve learned over time how to make screening events run smoothly, and we want our clients to benefit from that experience.
A typically day as a Program Manager consists of meetings with client contacts, talking to event staff, communicating with partners and benefits brokers, and working with internal departments within WCS. Screening campaigns have a lot of moving parts, so it’s not unusual for questions and issues to crop up during the day. It’s our job to respond quickly to challenges and provide great customer service without losing focus on the big picture.
What is the most important aspect of your working relationship with a client?
One of my largest clients is a global oil company, and I’m proud of my work with them. I’ve been their Program Manager since joining WCS and even for several years prior. It’s incredible to think of where things began—just a small pilot group with two sites—to the massive screening program that exists today. Things continue to grow each year as they add more and more locations and wellness initiatives.
What has been your most challenging implementation so far?
It’s always difficult when a new client has had negative experiences in the past with a previous vendor. They’re often worried that things might not go well, so we have to set expectations early on that WCS is different. The Program Manager usually has to spend additional time answering questions and reviewing our processes, but we always get to a position of trust.
Can you describe some of the populations you’ve worked with?
I’ve worked with such a wide variety of populations: traditional office workers, engineers, manufacturing clients, and federal workers, just to name a few. Although nowadays I handle larger clients, I’ve worked with many small organizations as well. The process is really the same—just on a different scale.
Why do you think WCS is different? What makes us successful?
The main thing that’s different about WCS is our willingness to be flexible and tailor services to meet a client’s needs. Other vendors I’ve worked with just don’t do that. We also offer more screening options, both on-site and off-site. And of course, there’s our staff. Everyone at WCS is so committed to what we do, and I think our clients feel that every day.