About the Position:

The National Clinical Manager (NCM) is a field-based role responsible for providing leadership, coaching, and development to a clinical nurse educator team. The NCM will be responsible for ensuring superior execution by the team and meeting all team metrics. This position will lead and develop the team, emphasizing quality execution, time management, action planning, and alignment with field sales counterparts to create meaningful relationships with customers and their office staff. This individual is also responsible for working cross-functionally with internal VMS and client team members to ensure all appropriate training, compliance, and developmental objectives are achieved. The National Clinical Manager will report to the Sr. Director of Field Educator Networks.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership (Motivate, inspire, coach & develop your team)

• Foster the VMS culture in a field-based team to inspire and motivate top performance
• Provide team leadership and management, including hiring, training, developing, and evaluating staff to enable them to be successful educators for customers and partners to the sales organization
• Provide effective coaching to enable the creation of value for customers and results for the business
• Identify and address team developmental needs in relation to business needs
• Coach Field Team Members with an emphasis on quality execution, time management, action planning, and alignment with sales counterparts to create meaningful relationships with customers and their office staff
• Identify and implement initiatives to reduce turnover and fill vacancies. Develop optimal retention programs and creative territory staffing solutions

Operational Management (Understand all aspects of program to analyze performance)

• Conduct on-going evaluation and planning inclusive of short, mid, and long-term strategic goals and activities
• Work to become a subject matter expert for all systems and tools used by our manager and Clinical Educator Team
• Set measurable objectives with the Clinical Educators that will enhance their performance visible in PowerBI (PBI)
• Departmental responsibilities include talent identification, interviewing, hiring, on-boarding, training, coaching, developing, managing, monitoring, and evaluating team members
• Responsible for working with VMS leadership to develop quarterly ICP aligned with client metrics, objectives, and appropriately influences measurable outcomes
• Ensure all Clinical Educators are using the provided digital omnichannel patient support tools (provided computers, email, chat, text, inbound (VMS cell or queue) or outbound call systems (ex: Genesys or Cell)
• Drive efficiency improvements - Consistent, use of core processes and procedures across teams to drive scalability, predictability, and leverage clinical educators across networks to maximize productivity as applicable
• Ensure all team operations are conducted in a manner that is compliant with all VMS, client, and industry mandated rules and regulations
• Accountable for auditing Clinical Educators (Virtually and In the Field) for compliance, process and data accuracy
• Timely and effective coaching to detect and respond to identified deviations during monitoring activity
• Ensure Virtual Audits are being completed randomly (per client requirements) via Genesys with reporting visibility in PowerBI and Salesforce
• Formulate and implement territory strategies based on broader VMS and brand strategies
• Allocate and manage clinical educator staffing by territory
• Facilitate effective and on-going data-based assessments of execution and territory performance while constantly seeking opportunities for improvement
• Achieve quality and safety requirements by auditing work performance and behaviors utilizing approved tools for patient and HCP engagements through field rides and call monitoring evaluations.
• Ensures all activities comply with VMS and client regulations and standards, including AEPQC reporting
• Actively monitors and uses data from PBI dashboard for team member coaching and performance evaluations

Client Solutions and Client Collaboration (Various stakeholders)

• Create effective working partnerships with sales management, brand team, and other client partner through the alignment of strategic goals and action planning
• Collaborate and serve as a liaison with VMS Client Solutions team and cross-functional internal partners
• Demonstrate and communicate the value and performance of clinical educator team consistently to VMS management and client team
• Create effective partnerships within the field management team to aid in performance management and growth in the role
• Actively participates in client training, team meetings and sharing market insights and intelligence with project leadership
• Create, demonstrate, and communicate the value of the clinical educator team consistently and effectively to VMS management and client teams

Performance Expectations by Program (Expert in client specific journey, KPI’s, and business rules)

• Lead and manage all teams to achieve client & internal SLAs/KPIs
• Ensure quality monitoring volume and standards are met
• Participate in creating and managing quarterly ICP goals. All goals need to be measurable and trackable via PowerBI

Other duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Education and/or Experience:

• Bachelor’s degree with a minimum of 5 years of pharmaceutical/health care field management experience or equivalent work experience

Required License and/or credentials:

• Current, unrestricted nursing license (RN or NP)
• Must maintain a valid driver’s license

Required Skills:

• Strong clinical skills and experience with pharmaceutical business acumen and payer landscape knowledge
• Leader that is passionate about empowering people, forward leaning, and the willingness to be involved and participate in the activities of the field
• Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: Telephony Systems (such as Genesys Cloud), CRM tools such as Salesforce and Microsoft Suite)
• Demonstrated skill in communication, strategic analysis, leadership, team building, coaching- developing the entrepreneurial spirit of the team
• Proven adaptability to changing market and business demands and product relevance in a fast-paced environment
• Ability to communicate, recruit, retain, motivate, and develop team members as long-term strategic partners – encouraging the celebrations of life and work
• Intermediate knowledge of Microsoft Office products

Special Position Requirements:

• Up to 75% travel expected

Work conditions:

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Physical Requirements:

• Must be able to read, write, and communicate fluently in English
• Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations
• Must be able to lift and move 20 lbs