Call Centre Manager

2 weeks ago

Toronto, Canada The Clinic Network, a division of Pathway Health Services Full time

**Position Title**:Call Centre Patient Care Lead (Manager)

**Reports to**: Operations & Compliance Manager

**Version**:May 2023

**Company Overview**
- At The Clinic Network (“TCN”), a division of Pathway Health, we are committed to delivering personalized care to help improve a patients' quality of life. We strive to provide patients with timely access to personalized treatment plans using advanced and clinically-proven solutions to achieve the best outcomes._
- Pathway Health is one of the largest providers of out-of-hospital pain management services in Canada. We own and operate nine community-based clinics across four provinces where our team of health professionals work together to help patients by using a variety of evidence-based approaches. Our patient care programs utilize an interdisciplinary approach that includes trained pain specialists, physical and occupational therapists, psychologists, nurses and other healthcare providers. Pathway Health has also developed an expertise in harm reduction where medicinal cannabis is being used as an alternative to traditional opioids._

The Clinic Network is actively looking for a Call Centre Patient Care Lead within our Call Centre.

**Overview**:
The Patient Care Lead is a key stakeholder in the development of PHCs sales license call center. The Patient Care lead is responsible for the management of a PCR (CSR) team and the supporting call center infrastructure. The Patient Care Lead is responsible for working in line with the company and Nurse Practitioners (“NP”), Physicians (“DR”) of TCN to help provide guidance to their PCR team dosage and preferred consumption of medical cannabis. Ensure that the standards of front-line communication to our various customers including medical patients, caregivers, NPs, DRs, is maintained. Responsibilities include supervising the Patient Care Representatives, ensuring that Cannabis Regulations are adhered to while ensuring that the customer relationship is managed, accurate and appropriate information is provided, and transactions are completed.The Patient Care Lead will support in the development and implementation of strategic sales initiatives and tools. Will act as a key point of contact between call center partners. Perform Lead administration tasks as needed.

In addition this role will function as the first line of escalation and response to questions and queries from the PCR Team; as well as providing training to new hires, updating/implementing SOP’s for the team.
- Role may be in a hybrid virtual and/or physical environment dependent upon the needs of the business and equirements of the Federal & Provincial Regulatory bodies._

All responsibilities identified below are for the Company; however, there maybe some cross over related to operating subsidiaries

**Here are a few ways you will make a difference**

**Key Responsibilities**

**Compliance, Stakeholder and Call Centre Innitiatives**
- Key stakeholders in the development of PHCs sales license call center
- Support in the development of strategic sales initiatives and campaigns and executes through PCR team
- Work with IT and PCRs from PHC and call center partners to ensure functionality of call center and ERP infrastructure
- Triage and troubleshoot escalation in coordination with partner PCR specialists, escalating highest priority to Operations Lead
- Support Product and Education Leads to script product detailing and pitches
- Support Compliance and Regulatory Leads to monitor patient-PCR calls and pitches for internal Quality Assurance and Health Canada compliance
- Responsible for implementing PHC compliance and operations training (as per SOPs) and upholding requests from call center patners
- Responsible for meeting sales targets

**Call Centre Lead Support**
- Support and/or perform clinic administration duties as required
- Develop business KPI’s for yourself and the team that are tied directly to the KPI’s of the division
- Develop and analyze key metrics relating to the Clinic and Virtual environments with monthly reporting
- Record loss, theft, complaints, and pharmacovigilance related matters and direct to the LP of record
- Support in the drafting of scripted oral and written patient facing marketing materials or FAQ responses for internal regulatory approval
- Participate in production of departmental policies and documentation (SOP, education resources etc)
- Connect with and work with other divisions to enhance the clinic / patient experience
- Ensure an active watch in the marketplace to capture and compile LP news, promos, new products etc. to be distributed to all locations
- Lead education campaign for NP model
- Manage Input Health Education inbox
- Organize and manage PCR pool (assist in scheduling arrangement)
- Recruitment of new Call Centre team members
- Guide, support and coach the Patient Care Representatives to solve problems that affect service, efficiency, and productivity
- Contribute to growth and pro

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