Associate Program Lead, Quality, Patient Services

Biogen Idec Research Triangle Park , NC 27709

Posted 2 weeks ago

Job Description:

This position functions as an Associate Program Lead for Patient Services (PS). This position is responsible for monitoring calls for Quality for overall call center Quality according to the Quality program guidelines, ensuring the highest level of customer effectiveness and product knowledge for team members in Patient Services and continuous quality improvement. Monitors and evaluates the quality and handling of inbound calls, outbound calls for overall contact center Quality according to the Quality program guidelines, ensuring the highest level of customer effectiveness and product knowledge for team members in Patient Services is provided.

This position will report results on Quality monitors and makes suggestions for improvements, collaborating with team members to consistently exceed quality monitoring objectives while continually improving the customer experience. The position is also responsible for conducting Monitoring as assigned, providing written coaching/feedback notes and Quality discussions during team meetings if needed. This position will make recommendations to PS Compliance on escalations, new or updated Talking Points/DPs, and policies. This position is responsible to complete compliance related monitoring, and additional monitoring plans for cause. Lastly, the responsibilities include facilitating Operations-focused quality management needs/projects such as monitoring coverage, calibrations, new hire support, comparative evaluations, appeals, etc.

Qualifications

  • 3-5 years' experience within Call Center industry

  • Ability to produce clear and concise written and verbal communication

  • Ability to influence and facilitate effective outcomes without authority

  • Familiarity with Contact Center Quality Initiatives

  • Strong ability to identify/suggest changes to the team using analytics to support recommendations.

  • Experience in the implementation of changes in processes

  • Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement

  • Conduct insightful, ad hoc analyses to investigate ongoing or one-time Quality Opportunities/issues

  • Ability to demonstrate critical, creative thinking and problem-solving skills

  • Ability to synthesize and trend data and make improvement suggestions

Strong attention to detail and compliance mindset

Education

Bachelor's degree required


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Program Management & Optimization Senior Manager Patient Services

Biogen Idec

Posted 1 week ago

VIEW JOBS 3/12/2019 12:00:00 AM 2019-06-10T00:00 Job Description The Program Management & Optimization Senior Manager (PMO) will ensure people, processes, and technology come together using a standardize approach to optimize productivity, drive transparency and collaboration into project management. Establish a Project Management Office for our Patient Services' organization that will be responsible for Prioritization, Project Management, and Change Management for large and small scale projects including Process ownership. The PMO leader will be responsible for managing the intake process of all Patient Services projects, evaluation of resources impact, ensure tracking of ROI, communication on project status, and facilitate decision making regarding priorities across key stakeholders and leadership. Key Responsibilities: * Lead a team of 4 direct reports. * Define and maintain standards for project management in Patient Services * Serve as a central hub for project requests, documentation, project oversight, communication and success metrics * Drive conversations with cross-functional stakeholders to help prioritize project requests and ensure project supports overall business objectives of Patient Services * Provide full, accurate visibility to all Patient Services project statuses, problems and requirements needed for execution * Work in partnership with sponsors, stakeholders, operations and project teams to attain successful outcomes * PMO will provide full, accurate visibility to project statuses, problems, requirements needed for execution, as well as, outcomes to leadership team each month * Provides leadership and is accountable for the work of professional staff and managers within MS and SMA therapeutic areas. * Direct activities to develop and recommend strategies that drive Trust & Value, brand performance, and improve customer experience to starting and staying on therapy. * Lead discussions to present new ideas, gain alignment, present to Sr. Leadership and participate in trade-off discussions on how to prioritize key strategic initiatives. * Consult and collaborate with legal and compliance to ensure all programs are in compliance to minimize risk to the organization. * Create and deliver business readouts that demonstrate optimization of strategy and outlines risks with key recommendations for adjustments. * Proactively seek opportunities to enhance and understand roadblocks with our Sales, Marketing, Patient Services, and Market Research, Legal and Regulatory teams to share ideas and collaborate on how Patient Services could remove these barriers to further better the brand. * Ensures successful management and coordination of all efforts assigned within Business Program Management and Optimization team. * Drives prioritization and strategic alignment across Senior leadership teams including; Patient Services, Marketing, Managed Markets, IT, Multichannel Excellence, Legal, Advocacy, Regulatory, REMS, Market Research, Commercial Operations, etc. * Ensures adherence to program budget and scope of work to realize program profitability. * Ensures all program tasks assigned within Business Planning are completed in accordance with program plans. * Communicate program status reports monthly to both internal and external stakeholders. * Ensure adequate resourcing is available to meet program deliverables and milestones. * Assists in creation, development and nurturing of key strategic customer relationships. * Supervises and assesses the performance of core team members. Motivates, trains and develops the team's expertise to ensure efficient and effective day-to-day operations. * Evaluates program progress based on company tracking and performance, program timelines and budget reviews. * Oversight to all Business Development activities including intake, proposed development, cost, and execution. * Oversight to ensure appropriate transition planning, adoption and stakeholder communication with all projects. Qualifications * At least 7-10 years of experience in project management * 5-7 years of people management experience * Industry – Hub Services experience preferred * Demonstrated analysis and problem-solving skills required * Ability to drive change management processes * PMP and Six Sigma Certifications are a plus. Education Bachelor's Degree Required. Master's Degree Preferred. Biogen Idec Research Triangle Park NC

Associate Program Lead, Quality, Patient Services

Biogen Idec