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 efficiently
• Foster the MLS 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 assist in trouble shooting needs of the team
• Manage and achieve internal and client KPI’s while ensuring consistent, disciplined use of core processes and procedures
• Maintain and be intimately familiar with all client's operational practices and procedures and ensure 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. Perform 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
• Participate in system testing and requirements as needed
• 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 to insights, trends, risks and ideas
• Independent in overseeing day-to-day tasks and workload of the team along with monitoring dashboards, reports and ensuring all work is complete
• 1:1 meeting weekly with team members for coaching, development, recognizing gaps and opportunities taking actionable steps towards improvements if needed
• Weekly team meetings with slide decks ensuring all information shared is accurate and clearly directed
• Maintain 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 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
• Ability to work with multiple clients that have unique process flows and vocabulary
• Be able to provide clear and effective leadership, coaching, and feedback to employees
• Ability 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
• Experienced in using case management, cloud contact center, and workflow management tools
• Ability 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
• Ability to manage multiple contracts for one team – ensuring accurate information and resources are used and in line with the scope of practice
• Willingness to support team as needed by takings calls or handling escalations

Required Education and/or Experience:

• Bachelor's degree
• 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
• Understands the pharmaceutical industry as it relates to telephonic support needs
• Experience using several software applications within a multiple-screen environment including Microsoft products