Virtual Non-Clinical Manager (Remote)

About the role

The Non-Clinical Team Manager supports the NCCM (Non-Clinical Case Manager) team, overseeing their performance and productivity, ensuring KPIs and metrics are met. They also provide world-class support and outreach experiences through an omni-channel environment, focusing on business and client initiatives.

Responsibilities

• Manage day-to-day communications and workload ensuring timely, correct, and efficient completion of tasks
• Foster the Momentum Life Sciences culture within the team to inspire and motivate top performance
• Coach, mentor, and motivate the team, ensuring confidence, product knowledge, and quality in work by assisting with training, redirecting to appropriate resources, and confidently assisting in troubleshooting needs
• Maintain and be intimately familiar with all client's operational practices and procedures, ensuring compliance and quality standards
• Perform quality monitoring on the team’s telephonic interactions and documentation to ensure adherence and compliance with best practices and expectations
• Provide documented coaching and provide feedback
• Oversee Adverse Event Product Quality Complaint (AEPQC) reporting for timeliness, appropriate documentation and process use, and confirmation management and follow-up needs
• Monitor and maintain collaborative and constructive teams chat and collect vital insights to assist in overall goals and initiatives
• Collaborate with leadership team and partners, providing clear communication on insights, trends, risks, and ideas
• Oversee day-to-day tasks and workload of the team, monitoring dashboards, reports, and ensuring all work is complete
• Conduct 1:1 meetings with team members for coaching, development, recognizing gaps and opportunities, taking actionable steps towards improvements if needed
• Lead weekly team meetings with slide decks, ensuring all information shared is accurate and clearly directed

Requirements

• Ability to lead with a positive and forward-thinking perspective, representing our leadership team and Momentum Life Sciences in a professional manner
• Effective communication style with a history of success in a cross-functional, fast-paced environment
• Experience and/or knowledge in understanding and monitoring queue activity, individual queue performance related to a telephonic remote environment
• Proven ability and commitment to providing exceptional services
• Able to communicate effectively and timely in a multi-channel environment (phone, email, and tasks) while using proper grammar and punctuation
• Able to work with multiple clients that have unique process flows and vocabulary
• Able to provide clear and effective leadership, coaching, and feedback to employees
• Able to motivate others and has a strong desire to maintain high productivity levels and empower others towards personal and professional growth opportunities
• Experience with being held accountable to metrics and maintaining a high standard of work in a real-time interactive environment
• Experience with case management, cloud contact center, and workflow management tools
• Able to pull multi-level reports and then analyze and understand the data to coach to the appropriate behaviors
• Compassionate, high emotional intelligence, and a passion to be a patient advocate
• Open and accepting of constructive feedback and coaching
• Actionable and solution oriented when presented with barriers, gaps, risks or opportunities in relation to team performance and metrics
• Willingness to support team as needed by taking calls or handling escalations

Qualifications

• Associate degree required, Bachelor's degree preferred
• Previous work experience as a team lead, supervisor or manager specifically in a telephonic environment
• Telephonic patient education experience, including rare disease support, HUB services, and/or inbound support phone lines
• Experience at developing and using motivational interviewing techniques and objection handling
• Understanding of the pharmaceutical industry as it relates to telephonic support needs
• Experience using several software applications within a multiple-screen environment including Microsoft products