Manager, Patient Support Services

2 weeks ago

Halifax, Canada IQVIA Full time

**Job Overview**:Responsible for the management and oversight of a large team of call center representatives for patient support programs. Managing team leads who are responsible for specific tiers/pods of case workers (representatives/agents) and ensuring we are meeting our commitments to client including: Response time SLAs, KPIs, SOP adherence, audit and pharmacovigilance compliance. Working under the umbrella of our Operations team, this role is responsible for operational effectiveness of the case mgmt. team as a whole. Responsible for making strategic suggestions for process improvement within the team in order to meet our client commitments and our high standard for quality service expectations. Additionally responsible for the day to day management of our team of nurses who provide call support to patients, ensuring SOP and pharmacovigilance compliance.

**Duties & Responsibilities**

**Call Center Management**:

- Effective scheduling of representatives to ensure coverage during times of highest volume of incoming calls
- Manages quality audit and monitoring process. Works closely with our QA specialist to ensure SOPs are being followed and to identify & correct any performance issues
- Makes recommendations for areas of operational improvement to improve patient experience and increase departments efficiency - challenge the status quo
- Hiring and coaching patient support program call center representatives as they provide support for our patients and other callers
- Leads client Audits, compiles information during any client led audit, ensures we are meeting our audit commitments
- Accountable to ensure Pharmacovigilance reporting from team is being completed on time and as per standard procedures
- Completes Corrective and Preventative Action Plans when required
- Ensuring service level agreements and key performance indicators of the team are met and/or exceeded
- Minimizing the risk of program challenges and ensure that programs meet all market standards
- May be required to lead client conversations linked to the performance of the call center
- Ensure privacy standards are met with no exceptions
- Promotes a working environment that results in high retention rates within the team

**Clinical Vendor Management**:

- Manage nurse representatives scheduling ( third party vendor support )
- Monthly call reviews to ensure quality standards, follow up and training for any quality concerns
- Adverse Event review to ensure pharmacovigilance reporting standards are met
- In collaboration with Quality lead, generate SOPs for nurse team and ensure operational effectiveness

**Qualifications**

**Required**:

- Bachelors degree
- 5 years+ experience in people mgmt.
- Quality Assurance and Operations experience
- Ability to keep meticulous records
- Excellent analytical and problem-solving skills
- High integrity and ethical approach

**Preferred**:

- Experience in Pharma and/or Patient Support Programs
- Process Improvement with a history of measurable success
- Experience with Pharmacovigilance reporting
- Experience with Audit reporting & Compliance
- Bilingual in French & English
- Understanding of private and provincial payers in Canada
- IQVIA is proud to be an equal opportunity employer and we are committed to creating a diverse and inclusive environment. We do not discriminate on the basis of any applicable prohibited ground of discrimination, including but not limited to race, religion, colour, national origin, gender, sexual orientation, age, marital status, or _disability. Accommodations_ for applicants with disabilities are available at all stages of the recruitment process upon request. If you have a physical impairment or a disability that requires an accommodation, we encourage you to disclose this during the recruiting process so that IQVIA can appropriately accommodate you._

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