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Bilingual HCP Team Lead - Medical Information Contact Center at Alphanumeric Systems, Inc. - Public Sector

Bilingual HCP Team Lead - Medical Information Contact Center

Alphanumeric Systems, Inc. - Public Sector Work From Home, GA Full-Time
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Alphanumeric is hiring a Remote Bilingual Team Lead for our Medical Information Contact Center
As the Medical Information Team Lead, reporting to the Global Operations Manager, your primary responsibility is to lead, coach, and manage Contact Center Health Care Professionals (HCPs) within a virtual Covid-19 Vaccine Contact Center supporting major life science organizations. 
Highlights of role:
  • Remote Paid training on pharmaceutical products as well as support processes
  • Fully Benefited (401k, Medical, Dental, Vision and more)
  • 100% Remote Work

Must be an Health Care Professional (HCP) with an active license in good standing. 

Key activities include daily operations oversight of 3rd party medical information Contact Center from staffing to metrics and ensure that Contact Center staff are appropriately trained on processes and scientific/therapeutic content.
The Team Lead will work in close collaboration with the Global Operations Manager, pharmacovigilance, quality assurance to ensure compliance for contact center operations and regulatory reporting.
  • Actively manage HCP's productivity and adherence by using real time dashboard monitoring and provide coaching and support
  • Provide ongoing oversight of medical contact center activities, including development of metrics and reports, to ensure quality standards are being upheld in a compliant manner 
  • Monitor SLAs, KPIs, staffing, content changes, and ensure appropriate reporting of adverse events and product quality reports
  • Participate in interviewing and hiring all HCPs and support staff in collaboration with the Global Operations Manager
  • Responsible for building and communicating an effective team schedule, ensuring that adequate staffing is available across all shifts
  • Partner with client contacts to ensure call center staff have the appropriate degree of medical training, including presentations to staff as necessary   
  • Respond to all customer satisfaction issues based on direct feedback from customers
  • Support agent evaluations, call reviews, coaching and training, handling of HR issues and escalation resolution.
  • Present scientific data to a variety of audiences, flexing content and presentation style as necessary
  • Modify/update new and existing processes and manage the review and implementation SOP policies
  • Support staff through providing supervision, leading and mentoring, conflict management, coaching, training, and performance development
  • Proactively suggest and implement efficiencies in the contact center via continuous improvement process.  Work collaboratively with all client site locations.
  • Coordinate and work closely with functional managers and cross functional matrix teams
Required Qualification & Skills   
  • RPh, PharmD, BSN or higher degree, active license and in good standing
  • 2-3 years of experience in health care or pharmaceutical industry contact centers
  • Experience with workforce management and resource scheduling concepts
  • Familiarity with contact center technologies
  • Must have excellent communication (oral and written) skills, interpersonal skills, analytic skills, and ability to summarize complex scientific information
  • Must have dedicated quiet location and high speed internet connection to perform remote work
  • Multilingual candidates (Spanish) 
  • Medical knowledge of vaccines
  • Previous management experience of medical contact centers
  • Knowledge of FDA requirements and good clinical practices
  • Excellent written and oral English communication skills

Recommended skills

Bilingual English/Spanish
Spanish Medical Terminology Certification A Plus
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