Job Application for Virtual Non-Clinical Manager (Remote) at Momentum Life Sciences

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Momentum Life Sciences helps the healthcare industry connect, motivate, and empower people to engage in their health.

By combining the power of real, personal connections and the convenience of technology, Momentum delivers solutions that drive better health and business outcomes.

Who We Are: Momentum is a leading provider of patient and healthcare professional engagement solutions with more than 30 years of experience in the healthcare industry.

What We Do: We partner with life science companies to design, build and deliver effective and efficient patient support programs helping patients achieve a better start and longer stay on therapy.

How We Do It: Our patient engagement and Clinical Nurse Educator platform delivers personalized, evidence-based human and digital interventions.

About the Position:

The Non-Clinical Team Manager will support the NCCM (Non-Clinical Case Manager) team overseeing the performance and productivity, ensuring overall KPIs and metrics are met, all while providing the best patient support services possible. The manager will recognize needs, risks, and barriers and take a proactive approach to troubleshoot and resolve issues. Responsible to provide world-class support and outreach experiences through an omni-channel environment. This role focuses on business and client initiatives and actively delivering excellent experiences using best practices and deep industry knowledge.

Essential Functions:

Manage day-to-day communications and workload ensuring work is completed timely, correctly, and efficiently
Foster the MLS culture within the team to inspire and motivate top performance
Coach, mentor, and motivate the team ensuring confidence, product knowledge, and quality in work by assisting with training, redirecting to appropriate resources, and confidently assist in trouble shooting needs of the team
Manage and achieve internal and client KPI’s while ensuring consistent, disciplined use of core processes and procedures
Maintain and be intimately familiar with all client's operational practices and procedures and ensure compliance and quality standards
Perform quality monitoring on the team’s telephonic interactions and documentation to ensure adherence and compliance with best practices and expectations. Perform documented coaching and provide feedback
Oversee Adverse Event Product Quality Complaint (AEPQC) reporting for timeliness, appropriate documentation and process use, and confirmation management and follow-up needs
Participate in system testing and requirements as needed
Monitor and maintain collaborative and constructive teams chat and collect vital insights to assist in overall goals and initiatives
Collaborate with leadership team and partners providing clear communication to insights, trends, risks and ideas
Independent in overseeing day-to-day tasks and workload of the team along with monitoring dashboards, reports and ensuring all work is complete
1:1 meeting weekly with team members for coaching, development, recognizing gaps and opportunities taking actionable steps towards improvements if needed
Weekly team meetings with slide decks ensuring all information shared is accurate and clearly directed
Maintain positive work environment and culture keeping team engaged

Required Skills:

Ability to lead with a positive and forward-thinking perspective representing our leadership team and MLS in a professional manner
Effective communication style with a history of success in a cross-functional, fast-paced environment
Experience and/or knowledge in understanding and monitoring queue activity, individual queue performance related to a telephonic remote environment
Proven ability and commitment to providing exceptional services
Able to communicate effectively and timely in a multi-channel environment (phone, email, and tasks) while using proper grammar and punctuation
Ability to work with multiple clients that have unique process flows and vocabulary
Be able to provide clear and effective leadership, coaching, and feedback to employees
Ability to motivate others and has a strong desire to maintain high productivity levels and empower others towards personal and professional growth opportunities
Experience with being held accountable to metrics and maintaining a high standard of work in a real-time interactive environment
Experienced in using case management, cloud contact center, and workflow management tools
Ability to pull multi-level reports and then analyze and understand the data to coach to the appropriate behaviors
Compassionate, high emotional intelligence, and a passion to be a patient advocate
Open and accepting of constructive feedback and coaching
Actionable and solution oriented when presented with barriers, gaps, risks or opportunities in relation to team performance and metrics
Ability to manage multiple contracts for one team – ensuring accurate information and resources are used and in line with the scope of practice
Willingness to support team as needed by takings calls or handling escalations

Required Education and/or Experience:

Associate degree required, Bachelor's degree preferred
Previous work experience as a team lead, supervisor or manager specifically in a telephonic environment
Telephonic patient education experience, including rare disease support, HUB services, and/or inbound support phone lines
Experience at developing and using motivational interviewing techniques and objection handling
Understands the pharmaceutical industry as it relates to telephonic support needs
Experience using several software applications within a multiple-screen environment including Microsoft products

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I hereby certify that the information provided on this application is true and complete. I understand and agree that all falsification or significant omissions on this application may result in not being hired or, if found out after employment, may be grounds for dismissal. I understand and agree that under the terms of employment with MLS, the employment relationship is terminable "at will" without notice or cause, unless set out in writing, dated and executed by both parties. I understand that neither this document nor any offer of employment from MLS constitutes an employment contract.

I understand that any offer of employment may be contingent upon my ability to comply with USCIS regulations establishing my identity and right to work in the United States. I understand that MLS is an Equal Employment Opportunity employer. MLS recruits and hires persons in all job titles without regard to race, sex, age, color, religion, national origin, disability or sexual orientation.

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Virtual Non-Clinical Manager (Remote)

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