Description:
Call Center Management:
- Oversees and leads the daily operations of our patient support services call center, analyzes staffing needs for inbound and outbound coverage of phone and email volumes, projects & tasks
- Effective scheduling of representatives to ensure coverage during times of highest volume of incoming calls
- Manages quality audit and monitoring process. Works closely with our QA specialist to ensure SOPs are being followed and to identify & correct any performance issues
- Makes recommendations for areas of operational improvement to improve patient experience and increase departments efficiency – challenge the status quo
- Hiring and coaching patient support program call center representatives as they provide support for our patients and other callers
- Leads client Audits, compiles information during any client led audit, ensures we are meeting our audit commitments
- Accountable to ensure Pharmacovigilance reporting from team is being completed on time and as per standard procedures
- Completes Corrective and Preventative Action Plans when required
- Ensuring service level agreements and key performance indicators of the team are met and/or exceeded
- Minimizing the risk of program challenges and ensure that programs meet all market standards
- May be required to lead client conversations linked to the performance of the call center
- Ensure privacy standards are met with no exceptions
- Promotes a working environment that results in high retention rates within the team
Clinical Vendor Management:
- Manage nurse representatives scheduling ( third party vendor support )
- Monthly call reviews to ensure quality standards, follow up and training for any quality concerns
- Adverse Event review to ensure pharmacovigilance reporting standards are met
- In collaboration with Quality lead, generate SOPs for nurse team and ensure operational effectiveness