Director, Virtual Clinical Operations

About the role

The Director of Virtual Clinical Operations is a mission-critical leadership role responsible for overseeing the performance and effectiveness of Momentum’s Virtual Clinical Managers and Clinical/Non-Clinical Educators. This role is pivotal in ensuring the consistent delivery of high-quality virtual clinical education and support programs across the organization.

Responsibilities

• Support and inspire the management and educator team members to achieve top performance with an emphasis on quality execution, time management, compliance
• Drive organizational transformation, spearhead people, drive technology, innovation, and adoption
• Foster team adaptability, and lead virtual team members to embrace and implement change strategies that drive success
• Offer virtual network consultation and provide support to cross-functional teams while carrying out launch and enhancement activities
• Consult with the Recruitment and HR departments to identify and implement initiatives to reduce turnover, fill vacancies, and create creative staffing solutions
• Review team proposals and provide ongoing consultation on resource allocation, operational feasibility, program model for staffing, and outcomes agreement for the purpose of maximizing the potential for success
• Lead and drive communication to Momentum operational counterparts for all key internal and external stakeholders
• Design and manage the virtual team members bonus program which is aligned with client objectives to incentivize appropriate behaviors
• Operational Management: Drive efficiency improvements, maintain a consistent, disciplined use of core processes and procedures across teams to drive scalability and predictability
• Collaborate with Workforce Management and Finance to develop and maintain a plan that ensures adequate support coverage (capacity, and technical capability) and meets anticipated future demand based on customer utilization trends, client and patient growth, service utilization, etc.
• Set measurable objectives with the Managers for the clinical educators that will enhance their performance visible in PowerBI, (PBI)
• Achieve quality and safety requirements by auditing work (phone calls, work tasks, email, etc.) via Genesys and Salesforce to ensure all activities are conducted in a manner that complies with Momentum, client, and industry-mandated rules and regulations, including AEPQC reporting
• Provide financial oversight and management to the project's adherence to the SOW pass-through budget
• Obtain and provide information regarding market intelligence by utilizing a variety of channels (meetings, conferences, client business updates, personal network) to gather and disseminate information related to market intelligence and penetration, ensuring that a comprehensive and up-to-date understanding of our industry and target audience is understood
• Build strong relationships while serving as the primary POC with the Client’s Virtual Leadership Team
• Understand the client’s product and marketing strategy and operationalize that strategy within the Momentum virtual team
• Create effective working partnerships and collaborate with Client Solutions within the swim lanes agreement to align strategy and objectives
• Create, demonstrate, and communicate the value of the clinical educator team consistently and effectively to Momentum management and the client teams; reporting on client and staffing specific needs through the resource model
• Lead and manage all teams to exceed Client & Internal SLAs/KPIs
• Create and manage quarterly ICP goals. Understand that all goals need to be measurable and trackable via PowerBI
• Maintain deep knowledge of assigned clients and programs, with the ability to identify risks and gaps, and proactively contribute to improvements

Qualifications

• Bachelor’s degree required
• 5+ years of Director level experience in a virtual/call center environment and 3+ years in virtual pharmaceutical experience
• Experience with new launch both inbound and outbound virtual teams
• Master’s Degree preferred

Skills

• Strong clinical skills and experience with medication compliance, specialty pharmacy knowledge, understanding of the insurance approval process; must bring robust pharmaceutical business acumen
• Foster a strong culture of ethics and compliance by ensuring adherence to all applicable regulations, company policies, and industry standards in daily operations and decision-making
• Communicate, motivate and inspire effectively in both small and large group presentations
• Results-driven and proven self-motivated, accountable business owner mentality
• A leader that is willing to participate in all virtual management activities and is a knowledgeable resource on creating virtual efficiencies, virtual needs, and current industry standards as it relates to virtual operations
• Deep business understanding: strong command over analytics, specifically how to leverage data to drive operational improvements
• Proven ability to lead and manage the leadership teams to be at the same level (Ex: Telephony Systems, CRM tools such as Salesforce and Microsoft Suite)
• Established track record in overseeing successful operational transformation among multiple network groups, with a distinct focus on fostering a culture of adaptability in the implementation of change management strategies
• Experience preferred in the role of the virtual nurse providing patient and HCP support services
• Proficient in strategies for providing compliant patient and HCP education and is adept in creating territory navigation strategies consistent with virtual capacities
• Ability to work in a fast-paced, client services environment; bias for action; quick-learner