Virtual Non-Clinical Manager (Remote)

Momentum Life Sciences helps the healthcare industry connect, motivate, and empower people to engage in their health. By combining the power of real, personal connections and the convenience of technology, Momentum delivers solutions that drive better health and business outcomes. Who We Are: Momentum is a leading provider of patient and healthcare professional engagement solutions with more than 30 years of experience in the healthcare industry. What We Do: We partner with life science companies to design, build and deliver effective and efficient patient support programs helping patients achieve a better start and longer stay on therapy. How We Do It: Our patient engagement and Clinical Nurse Educator platform delivers personalized, evidence-based human and digital interventions. About The Position The Non-Clinical Team Manager will support the NCCM (Non-Clinical Case Manager) team overseeing the performance and productivity, ensuring overall KPIs and metrics are met, all while providing the best patient support services possible. The manager will recognize needs, risks, and barriers and take a proactive approach to troubleshoot and resolve issues. Responsible to provide world-class support and outreach experiences through an omni-channel environment. This role focuses on business and client initiatives and actively delivering excellent experiences using best practices and deep industry knowledge. Essential Functions Manage day-to-day communications and workload ensuring work is completed timely, correctly, and efficientlyFoster the MLS culture within the team to inspire and motivate top performanceCoach, mentor, and motivate the team ensuring confidence, product knowledge, and quality in work by assisting with training, redirecting to appropriate resources, and confidently assist in trouble shooting needs of the teamManage and achieve internal and client KPI’s while ensuring consistent, disciplined use of core processes and proceduresMaintain and be intimately familiar with all client's operational practices and procedures and ensure compliance and quality standardsPerform quality monitoring on the team’s telephonic interactions and documentation to ensure adherence and compliance with best practices and expectations. Perform documented coaching and provide feedbackOversee Adverse Event Product Quality Complaint (AEPQC) reporting for timeliness, appropriate documentation and process use, and confirmation management and follow-up needsParticipate in system testing and requirements as neededMonitor and maintain collaborative and constructive teams chat and collect vital insights to assist in overall goals and initiativesCollaborate with leadership team and partners providing clear communication to insights, trends, risks and ideasIndependent in overseeing day-to-day tasks and workload of the team along with monitoring dashboards, reports and ensuring all work is complete1:1 meeting weekly with team members for coaching, development, recognizing gaps and opportunities taking actionable steps towards improvements if neededWeekly team meetings with slide decks ensuring all information shared is accurate and clearly directedMaintain positive work environment and culture keeping team engaged Required Skills Ability to lead with a positive and forward-thinking perspective representing our leadership team and MLS in a professional mannerEffective communication style with a history of success in a cross-functional, fast-paced environmentExperience and/or knowledge in understanding and monitoring queue activity, individual queue performance related to a telephonic remote environmentProven ability and commitment to providing exceptional servicesAble to communicate effectively and timely in a multi-channel environment (phone, email, and tasks) while using proper grammar and punctuationAbility to work with multiple clients that have unique process flows and vocabularyBe able to provide clear and effective leadership, coaching, and feedback to employeesAbility to motivate others and has a strong desire to maintain high productivity levels and empower others towards personal and professional growth opportunitiesExperience with being held accountable to metrics and maintaining a high standard of work in a real-time interactive environmentExperienced in using case management, cloud contact center, and workflow management toolsAbility to pull multi-level reports and then analyze and understand the data to coach to the appropriate behaviorsCompassionate, high emotional intelligence, and a passion to be a patient advocateOpen and accepting of constructive feedback and coachingActionable and solution oriented when presented with barriers, gaps, risks or opportunities in relation to team performance and metricsAbility to manage multiple contracts for one team – ensuring accurate information and resources are used and in line with the scope of practiceWillingness to support team as needed by takings calls or handling escalations Required Education And/or Experience Associate degree required, Bachelor's degree preferredPrevious work experience as a team lead, supervisor or manager specifically in a telephonic environmentTelephonic patient education experience, including rare disease support, HUB services, and/or inbound support phone linesExperience at developing and using motivational interviewing techniques and objection handlingUnderstands the pharmaceutical industry as it relates to telephonic support needsExperience using several software applications within a multiple-screen environment including Microsoft products