Director, Patient Services & Contact Center Operations - US REMOTE
For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies.
As the world's largest RCO (Research Consulting Organization), ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle.
With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners' most high-profile drug and device programs.
The Director, Patient Services & Contact Center Operations position is responsible for leading global and regional Patient Support Programs (PSP), Commercial, and other contact center business and operations (as applicable and required), leading business and proposal development for PSP, Commercial, client onboarding and management, client interactions and personnel management of direct reports.
The Director, Patient Services & Contact Center Operations will participate in global strategic planning & initiatives and implementing the strategic plan as well as budget planning and tracking.
This position will be part of the senior Medical Information and Contact Center leadership team providing senior oversight to all aspects of MI, PSP, Commercial, and other contact center business.
Essential Functions:
Responsible for setting up the Patient Support Programs (PSP) infrastructure, teams, and processes and support setting up other contact center business and operations.
Responsible for developing and implementing the strategy for managing contact center business with the growth rate of the company.
Oversee the overall function of the contact center regions in alignment with global Standard Operating Procedures and other work processes.
Assist with setting a realistic budget and managing the contact center business to meet the budget and client expectations.
Work with the contact center Leadership team to oversee staff scheduling, resource planning, and monitoring of team staffing levels and metrics.
This includes liaising with Business Development and Client Services to be prepared for all new business.
Lead Business Development, Sales, and Marketing efforts for Contact Center business, focusing on Patient Support Programs and Commercial opportunities.
Work closely with the Client Services Leadership team to assist with key deliverables and activities in support of clients.
Work closely with the Quality and local Quality Assurance team to ensure Quality Assurance programs are performed and targets are met.
Participate in Quality meetings to ensure continuous improvement.
Assist with the development and maintenance of Standard Operating Procedures, Working Practices, and other related documents.
Work closely with Human Resources department to ensure that standards are being met.
Actively participate in local HR issues and HR investigations as needed.
Work closely with the Finance department to ensure alignment with budget requirements and setting of budgets.
Liaise with global departments such as HR, IT, Finance and Marketing as necessary.
Active member of the Global Medical Information Leadership Team Assess technology needs to meet current and future client requirements.
Other duties as assigned Necessary Skills and Abilities:
Proven leadership skills Strong verbal and written communication skills.
Ability to work in a matrix environment across multiple teams.
Ability to manage multiple complex projects simultaneously.
Proven scientific literature analysis and evaluation skills.
Organizational and project management skills, technical writing skills, computer skills.
Service-oriented approach.
Ability to be proactive and flexible towards changing clients' spirit.
Excellent questioning and listening skills with ability to analyze responses.
Open and clear communication skills.
Analytical expertise in understanding complex issues and consequences.
Entrepreneurial spirit.
Experience with Benefit Verification and Prior Authorization Systems/Softwares Educational Requirements:
Bachelor's degree with 15 or more years of relevant leadership experience in biotech/pharmaceutical and/or clinical industries.
PharmD or MBA preferred.
Experience Requirements:
Prior experience in Patient Support Programs and Commercial Contact Center within the pharmaceutical industry required.
We celebrate our differences and strive to create a workplace where each person can be their authentic self.
We are committed to diversity, equity, and inclusion.
Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits.
With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.
ProPharma Group does not accept unsolicited resumes from recruiters/third parties.
Please, no phone calls or emails to anyone regarding this posting.
Recommended Skills Active Listening Analytical Biotechnology Business Development Business Process Improvement Clinical Works Estimated Salary: $20 to $28 per hour based on qualifications.
As the world's largest RCO (Research Consulting Organization), ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle.
With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners' most high-profile drug and device programs.
The Director, Patient Services & Contact Center Operations position is responsible for leading global and regional Patient Support Programs (PSP), Commercial, and other contact center business and operations (as applicable and required), leading business and proposal development for PSP, Commercial, client onboarding and management, client interactions and personnel management of direct reports.
The Director, Patient Services & Contact Center Operations will participate in global strategic planning & initiatives and implementing the strategic plan as well as budget planning and tracking.
This position will be part of the senior Medical Information and Contact Center leadership team providing senior oversight to all aspects of MI, PSP, Commercial, and other contact center business.
Essential Functions:
Responsible for setting up the Patient Support Programs (PSP) infrastructure, teams, and processes and support setting up other contact center business and operations.
Responsible for developing and implementing the strategy for managing contact center business with the growth rate of the company.
Oversee the overall function of the contact center regions in alignment with global Standard Operating Procedures and other work processes.
Assist with setting a realistic budget and managing the contact center business to meet the budget and client expectations.
Work with the contact center Leadership team to oversee staff scheduling, resource planning, and monitoring of team staffing levels and metrics.
This includes liaising with Business Development and Client Services to be prepared for all new business.
Lead Business Development, Sales, and Marketing efforts for Contact Center business, focusing on Patient Support Programs and Commercial opportunities.
Work closely with the Client Services Leadership team to assist with key deliverables and activities in support of clients.
Work closely with the Quality and local Quality Assurance team to ensure Quality Assurance programs are performed and targets are met.
Participate in Quality meetings to ensure continuous improvement.
Assist with the development and maintenance of Standard Operating Procedures, Working Practices, and other related documents.
Work closely with Human Resources department to ensure that standards are being met.
Actively participate in local HR issues and HR investigations as needed.
Work closely with the Finance department to ensure alignment with budget requirements and setting of budgets.
Liaise with global departments such as HR, IT, Finance and Marketing as necessary.
Active member of the Global Medical Information Leadership Team Assess technology needs to meet current and future client requirements.
Other duties as assigned Necessary Skills and Abilities:
Proven leadership skills Strong verbal and written communication skills.
Ability to work in a matrix environment across multiple teams.
Ability to manage multiple complex projects simultaneously.
Proven scientific literature analysis and evaluation skills.
Organizational and project management skills, technical writing skills, computer skills.
Service-oriented approach.
Ability to be proactive and flexible towards changing clients' spirit.
Excellent questioning and listening skills with ability to analyze responses.
Open and clear communication skills.
Analytical expertise in understanding complex issues and consequences.
Entrepreneurial spirit.
Experience with Benefit Verification and Prior Authorization Systems/Softwares Educational Requirements:
Bachelor's degree with 15 or more years of relevant leadership experience in biotech/pharmaceutical and/or clinical industries.
PharmD or MBA preferred.
Experience Requirements:
Prior experience in Patient Support Programs and Commercial Contact Center within the pharmaceutical industry required.
We celebrate our differences and strive to create a workplace where each person can be their authentic self.
We are committed to diversity, equity, and inclusion.
Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits.
With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.
ProPharma Group does not accept unsolicited resumes from recruiters/third parties.
Please, no phone calls or emails to anyone regarding this posting.
Recommended Skills Active Listening Analytical Biotechnology Business Development Business Process Improvement Clinical Works Estimated Salary: $20 to $28 per hour based on qualifications.
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