Medical Contact Center Oversight and Strategy Lead
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Oversight lead for US Medical Contact Center within a biotech firm. Managing vendor performance and leading digital initiatives in operational excellence.
Responsibilities:
- Oversee day-to-day operations and governance of the US Medical Contact Center vendor.
- Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements.
- Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness.
- Manage budgets, forecasting, resource planning, SOWs, and operational governance.
- Partner with internal stakeholders to align contact center strategy with evolving business needs.
- Lead digital transformation initiatives, including AI, automation, CRM optimization, and multi-channel engagement.
- Analyze operational metrics and implement strategies to enhance customer experience and operational efficiency.
Requirements:
- Bachelor's degree in Business, Life Sciences, Healthcare, or a related field (Master's/MBA preferred).
- Proven experience managing or overseeing a Medical Contact Center within the pharmaceutical industry.
- Strong vendor management, stakeholder engagement, and operational leadership experience.
- Knowledge of GCP, GVP, pharmacovigilance, and regulatory compliance.
- Experience with CRM platforms, performance analytics, budgeting, and service governance.
- Excellent communication, project management, and continuous improvement skills.
Benefits:
- Medical
- Dental
- Vision
- Paid Sick leave
- 401K
Similar Jobs
Virtual Call Center Agent – Bilingual, Spanish/English
Bilingual part-time telephone interviewer for Dynata conducting outbound surveys from home. Collecting and recording responses in Spanish and English to inform client business decisions.
Virtual Call Center Agent – Bilingual, Spanish/English
Join Dynata as a bilingual part-time telephone interviewer. Conducting surveys in Spanish and English to assist clients in making informed business decisions.
Asesor de Atención al Cliente – Call center
Customer Service Advisor for Claro Postpago managing client inquiries and providing support. Requires remote work capabilities with a focus on quality service and performance metrics.
Call Centre Representative, Turkish Language
Call Centre Representative delivering high-quality customer service for Turkish market. Engaging in multiple communication channels and managing inbound and outbound calls.
Asesor de Call Center, Experiencia Requerida
Sales Advisor providing telephone support for Movistar services. Engaging customers and closing sales in a remote setup with full-time hours.
Sales Enablement, Training Specialist – SDR, BPO/Call Center
Sales Enablement & Training Specialist managing onboarding and training programs for SDRs in a remote BPO. Designing structured training and effectively coaching teams for operational excellence.
Outbound Sales Agent, Appointment Setter – Call Centre Background
Outbound Sales Agent making high-volume calls to US business owners for payment solutions company. Building rapport, booking qualified appointments and exceeding appointment targets.
Call Center Agent, Outbound Market Research
Engaging in outbound market research through telephone interviews while recording results in a data collection system. Working remotely as a Virtual Call Center Agent in the multifamily industry.
Vertriebs-Call-Center-Agenten
Kundenberater im Vodafone-Team, zuständig für technischen Support und Vertrieb mit Homeoffice. Erforderlich sind Erfahrung im Call Center, Vertrieb und hohe Deutschkenntnisse.
Intake Coordinator
Intake Coordinator serving as a point of entry for in-patient admissions. Managing daily patient intake operations for Highland Hospital in Charleston, West Virginia.
Bilingual Spanish Contact Center Disputes Operations Agent
Contact Center Dispute Operations Agent responsible for resolving member disputes through critical thinking and regulatory compliance. Supporting financial institutions with high-quality service.
Connection Advisor Intermediate, Call Center, Healthcare Scheduler
Connection Advisor Intermediate managing healthcare scheduling calls within Hennepin Healthcare's remote call center. Handling appointments, patient information, and inquiries effectively and efficiently.
Member Experience Advocate, Call Center
Member Experience Advocate managing inbound calls and educating members about financial products at GTE Financial. Seeking problem solvers with customer focus in a full-time remote role.
Bilingual Call Center Agent
Call Center Member Agent responding to member inquiries about eligibility and benefits at Gainwell Technologies. Role involves documentation and customer service through telephone communication.
Asesor Call Center, Sin Experiencia
Teleoperador Entel Outbound en remoto, ofreciendo beneficios a clientes de otros operadores con horario fijo. Trabajando de lunes a sábado con grandes oportunidades de desarrollo.
Call Center Sales Representative
Remote Call Center Sales Representative making B2B sales calls and providing customer service. Fully remote role available to candidates in certain states in the US.
Call Center Interviewer
Join OpinaData as a Call Center Interviewer conducting surveys remotely in Brazil. Engage with clients and ensure data quality within a structured environment.
Scheduler I, Call Center, Part Time
Scheduler I for Denver Health handling call center responsibilities and aiding in patient scheduling. Remote role with required residence in Denver metro area.
Asesor(a) de Call Center, ATC, Crosselling, Full Time
Asesor(a) de Call Center 100% remoto con Netcall Group de telecomunicaciones, brindando atención y soluciones a usuarios de Entel Perú. Enfocado en asesoría y cierre de ventas.
Asesor de Call Center, Crosselling
Customer service representative providing assistance and sales solutions for Entel Peru customers. Handling inquiries, resolving issues, and closing sales in a remote position.