COMPANY OVERVIEW:

 

 

Founded in 1995 and has experienced significant growth every year. Our focus is on providing communication, fulfillment and data management services to our Pharmaceutical, Biotech, Government and Medical Device clients. Our professional atmosphere and pleasant working conditions offer a unique opportunity for you to apply your specialized skills. We’re recipients of the Best Place to Work in Pennsylvania award!

 

Our employees are the reason for our success. Ashfield is dedicated to selecting and retaining talented, motivated and results-oriented people. Ashfield's open, collaborative atmosphere and flexible, responsive management team nurture and promote new ideas. We're big on results.

Our benefits package is very competitive and includes medical, dental, vision, company matching 401K, and life insurance. Free CEU's also available. Alliance Healthcare Information is an equal opportunity employer. 

If you dream of working in a rewarding and educational environment where your patient care and problem solving skills are challenged then Ashfield Healthcare is the place for you!

 

 

To learn more about us, please visit our website: www.alliancehealthinfo.com.

 

 

 We are part of United Drug PLC.

 

Located in Dublin, Ireland, United Drug is a diversified, global healthcare services company with interests in contract sales and marketing services, drug wholesaling, medical equipment, packaging and specialist healthcare delivery.

 

The US Sales, Marketing & Medical division of United Drug is comprised of four companies: Ashfield Healthcare, InforMed Direct, and Universal WorldEvents. In total, United Drug employs approximately 1,000 employees across the United States.

 

 Universal WorldEvents is a leading provider of meeting and event management services to the healthcare industry.

 

General Job Objectives:

 

Supervise inbound and outbound call activity for Alliance projects ensuring client requirements are met/exceeded. Supervise team of Healthcare Communicators and Licensed Healthcare Communicators and assist with training.  Answer inbound/make outbound calls. Responsible for providing all call activity reports to the Vice President, Call Center Operations.  Maintain workflow throughout the Call Center. Intercede with supervisor request calls, and monitor Call Center equipment.

Description:

• Provide day-to-day supervision of the medical information specialists/customer service representatives. In coordination with the Vice President, Call Center Operations, implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members: conduct new hire interviewing and training and new program training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels.
• Working under the direction of the Vice President, Call Center Operations, responsible for maintaining monthly call service levels as required by the client.
• Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique.
• Answer inbound and make outbound calls based on call volumes.
• In the event of staff shortages, develop a contingency plan to maintain adequate coverage levels. This will include serving as backup when needed.
• Provide daily, weekly and monthly ACD activity reports to Vice President, Call Center Operations. Review reports for accuracy.
• Provide ACD call volume reports and productivity reports to Client Services when needed.
• Oversee the checking of all project voice mailboxes twice daily at a minimum, the recording of message information and the distribution of callback information.
• As needed, assist the Vice President, Call Center Operations with the implementation of program modifications and the scheduling of special call programs.
• Assist Client Services in the development and implementation of new client programs.
• Assist in the development of quality improvement programs as a means to increase productivity and improve service levels.
• Develop call center policies and procedures.
• Provide recommendations to programming staff concerning the development of new projects.

• Prior supervisory or management experience required--call center management experience 
• General understanding of telephony supervisor software packages; knowledge of Avaya CMS and CMS Supervisor software preferred.
• Adept at all applicable computer software, i.e., Word, Excel, Outlook, and ACD Systems
• Outstanding customer service, communication, and interpersonal skills.
• Must possess the ability to train and motivate staff members
• BA/BS or actively pursuing

 

If you are interested in applying for this position, send resume and salary requirements to: [Click Here to Email Your Resumé]   If you know someone else that might be interested, please pass this information along. To learn more about our company, check out our web site at http://www.alliancehealthinfo.com/

Thank you,

Ashfield Healthcare

--------------------------------------------------------------------------------
Ashfield Healthcare is not accepting unsolicited assistance from search firms for this employment posting. Please, no phone calls or emails. All resumes submitted by search firms to any employee via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ashfield Healthcare Information Inc. No fee will be paid in the event the candidate is hired as a result of the referral or through other means. Resumes without salary requirements will not be considered. EOE/M/F/D/V

keywords: "adverse event" or nursing or nurse, "utilization review" or "ICU" , "CCU" , telemetry, virology, cardiovascular, neurology, 'CNS" or “pharmaceutical" or “medical device", “Call Center", “communication" "Customer Service Supervisor" or "Customer Service Manager" or "Call Center Supervisor"