Summarized Purpose :
Manages the day-to-day operations of the program team. Supports staff members so that contracted services are provided in accordance with client and company policies and procedures.
May interact with the client and internal groups to discuss and resolve issues impacting client operations. Trains and supervises healthcare and non-healthcare, professional level program staff.
Develops, coaches, and mentors staff.
Essential Functions :
May supervise program staff providing medical / clinical information, utilizing medical / clinical background to participate in, manage, and conduct quality review of medical / clinical work.
Oversees and / or completes development of client reports and procedural documents.
Maintains thorough program knowledge, with an emphasis on medical / clinical content (where applicable), troubleshoots program issues, monitors and ensures compliance with company policies and procedures including SOP's, protocols, and other regulations by conducting quality monitoring of staff work.
Acts as liaison between the client, program management and staff for operational issues such as workflow processes, available resources, and new initiatives impacting the program.
Oversees all aspects of program training including conducting training, developing curriculum, and documenting and maintaining training records and curriculum.
Acts as a resource for front line staff for assistance with managing their scope of service.
May function as the front-line healthcare professional agent to cover services including but not limited to answering medical / clinical inquiries (where applicable) and documenting contacts, adverse events and product complaints.
Manages staff, which may include interviewing and selection, job description preparation, professional development, goal setting, performance management, coaching and mentoring, employee counseling, and separations.
Approves courses of action on salary administration, hiring, corrective action, and terminations. Reviews and approves time records, expense reports, requests for leave, and overtime.
Education and Experience :
Healthcare Degree (Bachelor's Degree in Pharmacy / Nursing / Biology / Med Tech )
At least 8 years' experience in the healthcare, call center or pharmaceutical industry with responsibilities involving counseling or providing medical information with at least 2 years of experience in people leadership.
Must be willing to work in the night shift and occasional holiday shift.
Knowledge, Skills and Abilities :
Strong leadership skills
Strong attention to detail and organizational skills
Effective verbal and written communication skills
Excellent problem solving and analytical skills
Demonstrated time management skills and multi-tasking skills
Strong interpersonal and decision-making skills
Ability to coach and train staff
Excellent language skills must be demonstrated if the position requires languages other than English
Ability to work in a team environment and / or independently as needed