Note: The job is a remote job and is open to candidates in USA. Momentum Life Sciences provides patient and healthcare professional engagement solutions for the healthcare and life sciences industries. The Non-Clinical Team Manager oversees the Non-Clinical Case Manager team, managing performance, productivity, KPIs, quality, coaching, workload, and patient support operations in a telephonic, omni-channel environment.
Responsibilities
- Manage day-to-day communications and workload ensuring work is completed timely, correctly, and efficiently
- Foster the MLS culture within the team to inspire and motivate top performance
- Coach, mentor, and motivate the team ensuring confidence, product knowledge, and quality in work by assisting with training, redirecting to appropriate resources, and confidently assist in trouble shooting needs of the team
- Manage and achieve internal and client KPI’s while ensuring consistent, disciplined use of core processes and procedures
- Maintain and be intimately familiar with all client's operational practices and procedures and ensure compliance and quality standards
- Perform quality monitoring on the team’s telephonic interactions and documentation to ensure adherence and compliance with best practices and expectations. Perform documented coaching and provide feedback
- Oversee Adverse Event Product Quality Complaint (AEPQC) reporting for timeliness, appropriate documentation and process use, and confirmation management and follow-up needs
- Participate in system testing and requirements as needed
- Monitor and maintain collaborative and constructive teams chat and collect vital insights to assist in overall goals and initiatives
- Collaborate with leadership team and partners providing clear communication to insights, trends, risks and ideas
- Independent in overseeing day-to-day tasks and workload of the team along with monitoring dashboards, reports and ensuring all work is complete
- 1:1 meeting weekly with team members for coaching, development, recognizing gaps and opportunities taking actionable steps towards improvements if needed
- Weekly team meetings with slide decks ensuring all information shared is accurate and clearly directed
- Maintain positive work environment and culture keeping team engaged
Skills
- Ability to lead with a positive and forward-thinking perspective representing our leadership team and MLS in a professional manner
- Effective communication style with a history of success in a cross-functional, fast-paced environment
- Experience and/or knowledge in understanding and monitoring queue activity, individual queue performance related to a telephonic remote environment
- Proven ability and commitment to providing exceptional services
- Able to communicate effectively and timely in a multi-channel environment (phone, email, and tasks) while using proper grammar and punctuation
- Ability to work with multiple clients that have unique process flows and vocabulary
- Be able to provide clear and effective leadership, coaching, and feedback to employees
- Ability to motivate others and has a strong desire to maintain high productivity levels and empower others towards personal and professional growth opportunities
- Experience with being held accountable to metrics and maintaining a high standard of work in a real-time interactive environment
- Experienced in using case management, cloud contact center, and workflow management tools
- Ability to pull multi-level reports and then analyze and understand the data to coach to the appropriate behaviors
- Compassionate, high emotional intelligence, and a passion to be a patient advocate
- Open and accepting of constructive feedback and coaching
- Actionable and solution oriented when presented with barriers, gaps, risks or opportunities in relation to team performance and metrics
- Ability to manage multiple contracts for one team – ensuring accurate information and resources are used and in line with the scope of practice
- Willingness to support team as needed by takings calls or handling escalations
- Associate degree required
- Previous work experience as a team lead, supervisor or manager specifically in a telephonic environment
- Telephonic patient education experience, including rare disease support, HUB services, and/or inbound support phone lines
- Experience at developing and using motivational interviewing techniques and objection handling
- Understands the pharmaceutical industry as it relates to telephonic support needs
- Experience using several software applications within a multiple-screen environment including Microsoft products
- Bachelor's degree preferred
Benefits
- Remote work arrangement
Company Overview