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Chef ou cheffe dquipe Services de soutien aux patients/ Team Lead Patient Services

3 months ago

Canada timesjobs Full time

Position:
Team Lead, Patient Services


The Team Lead, Patient Services will ensure a professional and service-oriented work environment by monitoring performance, motivating, and developing their case worker team members to deliver excellent customer service and achieve required performance objectives.

The Team Lead is responsible for supporting the Patient Services Team in coordinating workforce and workflow related activities. The Team Lead must be well versed in Patient Support offerings, organizational procedures, Contact Centre technology, and reporting.

Specific Responsibilities:


Competently performs the duties required of the case worker team, as assigned; Team Lead will throughout the month be required to place and/or receive program-related calls.

Calls may be as a result of, but not limited to, covering workload for the team, dealing with sensitive or escalated cases, or ensuring they are up-to-date with program activities.

Develops working relationships that support the growth and success of each staff member and the department.
Demonstrates a thorough understanding of all policies, procedures, and processes and articulates the same to staff. Ensures compliance and tracks as appropriate.

Provides regular feedback to the Manager regarding quality, operational, technical, and/or process issues which involve a program, team, or individual.

Recommends corrective actions or follow-up. Engages other resources as needed.

Based on the forecasted demand, oversees the scheduling of these employees and allocation of related resources to ensure effective and efficient delivery of case worker services between the operational hours of 8am-8pm EST Monday Friday.

Supports the Manager with the development and execution of policies and practices; responds according to policy direction at all times and seeks assistance with unusual situations and/or staff non-adherence.


General Responsibilities:


Supervises, coaches, and evaluates the performance of case worker team, including establishing goals & objectives and completing mid-year and annual performance appraisal process in accordance with IQVIAs policies.

Reviews goals & objectives of team and individuals regularly; writes and delivers performance summaries in a concise, consistent, accurate, and timely manner monthly.

Acts as a preceptor to new hires throughout the orientation period; supports program-related training activities with supplemental mock calls, shadowing of calls, and providing additional support/training to ensure the staff member is successful.

Participates in continuing education sessions as required; motivates the team to achieve departmental and business goals.
Monitors calls for quality and technical accuracy, providing monthly feedback on soft skills as well as technical content.

Ensures staff are aware of all IQVIA and Patient Services policies and procedures and interprets these for staff, as required.


Minimum Qualifications:
University Degree is required, healthcare or life sciences related field is preferred.
Bilingual (English/French) preferred.
Supervisory or management experience in a Contact Centre and/or pharmaceutical industry is preferred.
Patient Support Programs and/or Reimbursement experience preferred.

Key Competencies:
Experience in a fast-paced work environment with fluctuating demand for services is essential.
Experienced in scheduling staff and/or knowledgeable about scheduling concepts.
Demonstrates technical competence and a strong ability to understand and troubleshoot basic technical issues.
Ability to communicate effectively (both orally and written) with internal and external customers and stakeholders.
Excellent interpersonal skills; ability to build and maintain good relationships with colleagues at all levels of the organization.
Consistently acts in a professional manner and serves as a role model for staff.
Creative problem-solving skills.

Locations:
Halifax, Canada | Remote

To know more about IQVIA, visit IQVIA Careers.