Non-Clinical Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise the performance, productivity, KPIs, and metrics of the Non-Clinical Case Manager team.

• Oversee daily communications and workload to ensure tasks are completed accurately, efficiently, and on time.

• Provide coaching, mentoring, motivation, and development support to team members; assist with training and troubleshooting.

• Manage internal and client KPIs while upholding core processes and procedures.

• Stay informed about client operational practices to ensure compliance with quality standards.

• Monitor telephonic interactions and documentation, conduct quality reviews, record coaching sessions, and offer feedback.

• Supervise the reporting, documentation, timeliness, and follow-up of Adverse Event Product Quality Complaints.

• Engage in system testing and requirements activities as necessary.

• Observe team chats and gather insights to support objectives and initiatives.

• Work collaboratively with leadership and partners to share insights, trends, risks, and innovative ideas.

• Review dashboards and reports to ensure the completion of team workloads.

• Conduct weekly one-on-one coaching and development sessions with team members.

• Lead weekly team meetings utilizing well-prepared and clearly directed slide presentations.

• Foster a positive and engaged team culture and environment.

• Deliver patient support and outreach through a multi-channel environment while aligning with business and client objectives.

⛳️ Requirements

• An Associate degree is required; a Bachelor's degree is preferred.

• Prior experience as a team lead, supervisor, or manager in a telephonic setting is essential.

• Experience in telephonic patient education, particularly in rare disease support, HUB services, and/or inbound support call centers.

• Proven ability to develop and implement motivational interviewing techniques and handle objections effectively.

• Knowledge of the pharmaceutical industry in relation to telephonic support needs.

• Proficient in using various software applications in a multi-screen environment, including Microsoft products.

• Capacity to lead with a positive and forward-thinking approach, representing the leadership team and Momentum Life Sciences with professionalism.

• Strong communication skills with a demonstrated history of success in a cross-functional, fast-paced environment.

• Familiarity with monitoring queue activity and individual performance in a telephonic remote setting.

• A commitment to delivering exceptional services.

• Effective and prompt communication through phone, email, and task-based channels, using proper grammar and punctuation.

• Ability to work with multiple clients, each with unique processes and terminology.

• Skills in leadership, coaching, and providing employee feedback.

• Experience managing metrics and maintaining high work standards in a real-time interactive environment.

• Familiarity with case management, cloud contact center, and workflow management tools.

• Aptitude for extracting, analyzing, and interpreting multi-level reports.

• Ability to manage multiple contracts for a single team while adhering to the scope of practice.

• Willingness to accept calls or handle escalations as required.

🏝️ Benefits

• Remote work arrangement.