Project Lead (PL) - Virtual Contact Center

IQVIA - Parsippany-Troy Hills, NJ

Full-time - Mid Level

Remote - Parsippany-Troy Hills, NJ

Professional, Scientific, and Technical Services

About the position

We are currently seeking strong candidates for a full-time Project Leader (PL) position for our best-in-class Virtual Patient Support Programs. All of our Virtual Contact Center programs are developed and managed to optimize the patient and provider experience and maximize clinical outcomes. Our documented approach has proven that the overall experience we provide improves utilization, outcomes, and positive feedback. Our programs are intentionally designed to consider the differentiated value that a high-touch, patient-centric navigation solution can provide for our customers as well as the communities for which they are intended. We successfully leverage our long-standing expertise in patient engagement and robust technology platforms, and we are seeking a few experienced people to join us. Become a part of our team in managing the technology and people to provide support for patients and providers. The Project Leader (PL) will serve as the single point of contact for customers, responsible for account-level communication, setting program goals, attending operations review meetings, invoicing, and overall program leadership. The PL will collaborate with customers during program start-up to determine user requirements for desired outcomes and align resources during program design, working effectively with technology and operational resources on an ongoing basis. The role also involves overseeing the implementation, execution, and quality assurance/continuous process improvement of the Contact Center, owning responsibility for overall project success. Additionally, the PL will have direct responsibility for managing virtual educators, focusing on coaching employees to best practices and meeting or exceeding KPIs. The position requires collaboration with multiple stakeholders for integration and process improvement, with the ability to effectively communicate and resolve issues among stakeholders in a timely manner.

Responsibilities

• Single Point of Contact for Customer; responsible for account level communication with Customer, setting program goals, attending operations review meetings, invoicing, and program leadership
• Collaborates with Customer during program start-up to determine user requirements for desired outcomes
• Aligns resources during program design and works effectively with Technology and Operational resources on an ongoing basis
• Oversees implementation, execution, and quality assurance/continuous process improvement of the Contact Center and owns responsibility for overall Project success
• Direct responsibility for management of the virtual educators, focusing on coaching employees to best practices and meeting or exceeding KPI's
• Collaborates with multiple stakeholders for integration and process improvement; able to effectively communicate and resolve issues among stakeholders in a timely manner

Requirements

• Bachelor's Degree in a Healthcare Discipline required; Nursing degree preferred
• At least four years' progressive management experience, including at least two years' experience in supervising nurses or other clinical educators in a Contact Center required
• Management of a Virtual (remote) contact center highly desirable
• Demonstrated experience with behavioral coaching calls with patients required; motivational interviewing experience highly desirable
• Demonstrated knowledge and comfort with technology/software required; previous experience in reviewing and training on scripts for a Contact Center highly desirable
• Previous experience in training of patients remotely via webcam highly desirable
• Experience in the Project's specific therapeutic area (various areas being recruited for) highly desirable
• Requires excellent virtual interaction and customer communication skills - both written and verbal
• Candidate should have a working knowledge of the market including trends and issues as they relate to the patient journey and insights
• Ability to examine business environment and develop/execute in response to market opportunities will be of significant benefit
• Proven success working with or within patient advocacy organizations or other patient health-related, community focused organizations providing services to targeted populations
• Fully competent in MS Office (Outlook, Word, Excel, PowerPoint)

Nice-to-haves

• Experience in behavioral coaching calls with patients
• Motivational interviewing experience
• Experience in training of patients remotely via webcam
• Experience in the Project's specific therapeutic area