Virtual Clinical Support Manager

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

📋 Description

• Lead a team of Nurse Educators and/or Non-Clinical Support.

• Proactively address issues and deliver exceptional support and outreach through an omnichannel framework.

• Mentor and guide the team while overseeing business and client initiatives.

• Build and nurture client relationships.

• Provide clinical insights for content creation.

• Foster a culture of MLS and inspire top performance.

• Oversee training components and their implementation.

• Coach, empower, and motivate the team to enhance confidence, product knowledge, and communication skills.

• Manage internal and client KPIs while ensuring adherence to processes and procedures.

• Track and analyze both team and individual performance metrics.

• Maintain client operational practices while ensuring compliance with quality standards.

• Collaborate with leaders from various departments on program updates and modifications.

• Swiftly resolve incoming requests to support client and vendor relationships.

• Conduct quality audits, provide documented coaching, and offer constructive feedback.

• Oversee the reporting and compliance of Adverse Event Product Quality Complaints and client follow-ups.

• Manage work complexity and capacity to enhance patient experience and quality.

• Conduct documented one-on-one meetings and direct performance actions.

• Support overdue events and provide inbound call coverage as necessary.

• Perform team tasks to uphold the highest coaching standards.

• Deliver performance reviews for the team.

• Plan and facilitate team meetings.

• Manage queues, performance, service levels, and standards.

• Attract, hire, and retain a high-performing team.

• Step in as needed to assist with calls.

⛳️ Requirements

• Active, unrestricted RN license with over 5 years of clinical experience.

• Minimum of 2 years of prior experience as a clinical Supervisor/Manager in a telephonic environment, with proven abilities to meet or exceed goals and team metrics.

• Required telephonic patient education experience, including complex therapy education.

• Proficient in developing and applying motivational interviewing techniques.

• Knowledge of the pharmaceutical industry as it pertains to telephonic nursing experience.

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

• Ability to generate multi-level reports and analyze data to guide appropriate behaviors.

• Aptitude for thriving in a collaborative work setting.

• Effective communication skills in cross-functional and fast-paced environments.

• Competence in communicating effectively via phone, email, and tasks, utilizing proper grammar and punctuation.

• Ability to work with teams covering multiple clients with distinct process flows and terminology.

• Strong leadership, coaching, and employee feedback skills.

• Knowledgeable in systems with the ability to troubleshoot independently.

• Accountability to metrics in a real-time interactive environment.

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

• Proficient in CRM, telephony systems, and outcome-measurement applications.

• Experience with queue monitoring and performance tracking.

• Strong critical thinking and creative problem-solving abilities.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Supportive and inclusive work environment.

• Flexible working arrangements.