Lead UBC program teams to deliver program milestones in a call center patient services/pharma operations environment.
Specific Job Duties:
Provide overall support for program operations as directed by UBC Management
Responsible for managing the day-to-day activities of the program and ensure proper flow of work throughout the life of the program
Working knowledge of protocol(s), contract requirements, program workflow and/or Scope of Work for assigned project(s)
Anticipate and resolve program operational needs in a timely manner
Aid management decisions on program development and design and/or restructure of program requirements
Regularly prepare all client and internal reports as required by the Project Manager, Directors and/or sponsor
Develop and closely monitor program specific metrics
If applicable, develop and maintain program master file
Ensure program specific procedures are prepared and implement as necessary
Proactive review of current procedures for process improvement
Develop and implement, with the Project Manager and/or Directors , a training plan for all program staff
Ensure training materials are accurate and continually evaluate the need for group training sessions or additional training materials for the program
Maintain program team performance by ensuring compliance with company and project goals
Manage the dual role of supervising staff and supporting the maintenance of respective program applications
Maintain program team performance by planning, monitoring, and appraising job results while ensuring a high level of team performance
Resolve staff-related, potential disciplinary problems and escalate unresolved issues to appropriate management staff in a timely manner
Resolve program related performance problems by consulting with functional managers, Project Manager and/or Directors
Support program team meetings, as needed
Other duties as assigned by the functional managers, Project Manager, Directors, and/or project/UBC SOPs.
Attend internal project team meetings and sponsor-related meetings as needed.
Troubleshoot or resolve program-related issues to appropriate management staff in a timely manner
Supervision of program team
2 years of related healthcare or pharmaceutical experience
1 year previous managerial experience
Proficiency in Microsoft Office programs including Word, Excel, PowerPoint and Outlook.
Working knowledge of customer service processes preferred
Working knowledge of ICH-Good Clinical Practices (GCP) preferred