Virtual Clinical Support Manager (Remote)

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:

• Associates degree required; Bachelor’s degree preferred
• 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