Virtual Clinical Support Manager (Remote)
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 Virtual Clinical Manager will lead a team of Nurse Educators and/or Non-Clinical Support. They will serve to solve problems proactively and provide world-class support and outreach experiences through an omnichannel environment. This role will help mentor and guide the team while managing the business and client initiatives. Actively deliver the best patient experience through creative problem-solving and deep industry knowledge. The Virtual Clinical Manager will build and maintain client relationships, provide clinical insights for content development, and deliver guidance as MLS continues to grow.
Essential Functions:
Foster the MLS culture within the team to inspire and motivate top performance
Ability to clearly, positively and professionally interact and represent MLS with client interactions
Overseeing all training components and implementation ensuring confidence upon completion
Coach, empower, and motivate team to improve their confidence, product knowledge, and communication skills
Manage and achieve internal and client KPI’s while ensuring consistent, disciplined use of core processes and procedures
Track and analyze team and individual’s performance
Maintain and be intimately familiar with all client's operational practices and procedures and ensure compliance and quality standards
Collaborate and build strong rapport with interdepartmental leaders to understand program updates or changes and execute accordingly
Ensure incoming requests are resolved quickly and effectively to support client and vendor relationships
Perform quality audits on the team’s interactions to ensure adherence and compliance to best practices. Perform documented coaching and provide feedback
Maintain high quality and compliance standards representing MLS and the team well for call calibrations with the client as well as high standard selection of compliant calls showcasing our best practices and follow through from client requests
Oversee Adverse Event Product Quality Complaint (AEPQC) reporting and support any follow-up from compliance or client
Manage complexity and capacity of work, tools, and programs to improve patient experience and quality
Hold documented and consistent 1-on-1 meetings with all team members to provide feedback, listen, and direct actions to meet or exceed performance standards
Foster a collaborative environment providing as-needed support for overdue events and inbound call coverage
Fully understand and be able to perform all tasks required of your team in order to coach to the highest standard
Deliver performance reviews for the team following the organization's best practices
Plan for and lead team meetings to educate and engage through interactions on work-related topics
Detailed understanding of queue management, performance, service levels and standards
Maintain a positive supportive spirit and helpful attitude, always looking for ways to improve and assist team needs
Attract, hire, and maintain a high-performance team to serve the needs of our clients
Be available and willing to step in as needed to complete a call
Required Skills:
Ability to thrive in a collaborative work environment
Effective communication style with a history of success in a cross-functional, fast-paced environment
Proven ability and commitment to providing exceptional service to clients and team
Able to communicate effectively in a multi-channel environment (phone, email, and tasks) while using proper grammar and punctuation
Ability to work and direct teams covering multiple clients that have unique process flows and vocabulary
Proven ability to provide clear and effective leadership, coaching, and feedback to employees
Knowledgeable and able to use all systems and perform troubleshooting independently and coach team to do the same
Self-motivated with 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
Proven ability to manage team and maintain organized and up-to-date caseloads with as needed coaching, mentoring and implementation of best practices
Compassion, high emotional intelligence, and a passion to be a patient advocate
Ability to understand, explain and track real-time data related to team performance
Queue monitoring and performance tracking
Strong technological ability including CRM, telephony system and applications to measure outcomes
Critical thinking skills with ability to think “out of the box” for creative solutions to team needs
Required Education and/or Experience:
Active, unrestricted RN license with 5+ years of clinical experience
Previous work experience (minimally 2 years) as a clinical Supervisor/Manager in a telephonic environment and working interdepartmentally with proven ability to reach or exceed goals and team metrics
Telephonic patient education experience, including complex therapy education, required
Experience at developing and using motivational interviewing techniques
Understands the pharmaceutical industry as it relates to telephonic nursing experience
Entrepreneurial spirit and grit
Experience using several software applications within a multiple-screen environment including Microsoft products
Ability to pull multi-level reports and then analyze and understand the data to coach to the appropriate behaviors