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Patient Care Team Manager
hace 2 meses
We are seeking a highly skilled and experienced Patient Care Team Manager to join our team at F. Hoffmann-La Roche. As a key member of our Patient Care team, you will be responsible for leading a team of internal advisors and specialists, as well as overseeing the operations and performance of our external partner team.
Key Responsibilities- Leadership and Team Management
Lead a team of internal advisors and specialists, providing guidance, motivation, and coaching to ensure the efficient and purposeful achievement of all Patient Care business objectives.
Service Delivery and QualityEnsure the excellence of the service provided to our Global Patient Care customers and patients, driving continuous improvement of work processes and implementing suitable tools to enable standardized monitoring of KPIs.
Customer Experience and EngagementDeliver an outstanding customer experience, ensuring high service quality and a high first-call resolution rate, while maintaining compliant documentation.
Operational OversightOversee day-to-day operations, observing advisor performance and adherence to the plan, double-checking the correctness of the plan and monitoring KPIs on a daily basis.
Continuous ImprovementDrive continuous improvement of work processes, proactively suggesting changes, performing pilots, supporting, or driving the implementation.
Quality ManagementEnsure a high service quality by applying, supervising, and supporting quality management measures.
Requirements- Experience
5 years of experience, preferably in a contact center or in the healthcare industry.
EducationBachelor's degree or equivalent experience required. Postgraduate and/or Master's degree in e.g. Business Management, Human Resources Management, Operations, or Coaching desired.
Language SkillsA fluent command of English and Country X language, potentially other languages based on local/regional needs.
Leadership ExperienceDemonstrated leadership experience through direct or indirect leadership responsibilities.
Skills and AbilitiesExcellent customer service, communication, and organizational skills. Good leadership skills. Ability to de-escalate and resolve customer complaints in an effective manner. Result-oriented, customer-centric, service-oriented, experienced in agile organizations, driver of change with a growth mindset. Excellent IT navigation skills – Fast learner in new technologies is a must.
Travel RequirementsFlexibility to travel % (Mainly for EMEA).
About F. Hoffmann-La RocheF. Hoffmann-La Roche is a leading research-focused healthcare group, with more than 100,000 people across 100 countries pushing back the frontiers of healthcare. We are committed to innovation, curiosity, and diversity, and we strive to make a positive impact on people's lives.
We are an Equal Opportunity Employer.
