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Patient Care Team Manager
hace 2 meses
About the Role
We are seeking a highly skilled and experienced Patient Care Team Manager to join our Global Operations team at F. Hoffmann-La Roche Gruppe. As a Patient Care Team Manager, you will be responsible for leading a team of internal advisors and specialists, as well as overseeing the operations and performance of external partner teams, to ensure the efficient and purposeful achievement of all Patient Care business objectives.
Key Responsibilities
- Lead team members and ensure service delivery through a combination of internal Roche team and/or external supplier team as an inspiring leader and a role model.
- Foster individual and team performance level, productivity, and efficiency by setting clear individual and team goals, providing guidance, motivating, coaching, assessing, challenging, and developing employees.
- Develop team spirit, an inspiring team environment, and a common, open, diverse, and inclusive Patient Care culture, avoiding silo thinking and supporting cross-team/cross-functional collaboration.
- Ensure an outstanding customer experience and the reaching of other defined business objectives and a high service quality through team leadership and engagement with the Patient Care network and supporting functions.
- Drive the implementation of suitable tools to enable a standardized monitoring of KPIs in collaboration with Patient Care colleagues locally and globally and subsequently monitor KPIs while having a deep understanding of the mechanisms behind.
- Regularly conduct or oversee call listening and data analysis to maintain high-quality customer communication.
- Identify training needs based on these assessments, provide relevant content, and strive for a high first-call resolution rate while ensuring compliant documentation.
- Oversee day-to-day operations, observe advisor performance, and adherence to the plan, double-check the correctness of the plan, and monitor KPIs on a daily basis developing deep understanding of the mechanisms behind.
- Lead Projects and Continuous Improvement: Drive continuous improvement of work processes by proactively suggesting changes, performing pilots, supporting, or driving the implementation, while also overseeing multi-contact channel deployment (email, chat, web, phone...) and supporting digital transformation to ensure a continuous increase in productivity and quality of services provided.
- Towards Supplier Partners: Ensure an outstanding customer experience and the reaching of other defined business objectives by monitoring, controlling, and facilitating operational processes with the supplier team.
- Towards Country Organizations: Leverage a comprehensive understanding of the country strategy to identify needs and opportunities for added value. Collaborate with Country Organizations to create, modify, or discontinue services with the goal of proactively delivering Patient Care services that align with evolving business needs.
Requirements
- 5 years of experience, preferably in a contact center or in the healthcare industry.
- Bachelor'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 skills: Bilingual in German + English or Spanish.
- Demonstrated leadership experience through direct or indirect leadership responsibilities.
- Experience with digital solutions and healthcare industry in a contact center desired.
- Previous experience working with or in external partner suppliers desired.
- COPC Best Practices For Customer Experience Operations certification is a plus.
- COPC Best Practices In Managing Outsourced Service Operations is a plus.
- Excellent customer service, communication, and organizational skills.
- Good leadership skills.
- Ability to understand, explain, follow, and enforce SOPs, Contact-Center KPIs, and protocols.
- 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.
- Knowledge and expertise in the healthcare industry and the use of technology-based solutions in healthcare is desired.
- Excellent IT navigation skills – Fast learner in new technologies is a must.
- Flexibility to travel.
Leadership Skills
You are also responsible for building and providing effective line-leadership for a cross-country team, operating in a matrix model. Doing so in a manner that is consistent with the Roche Values and leadership capabilities. You will seek to inspire and lead your team to create transformative solutions, and to influence their prioritization and uptake in the wider organization, in order to ensure that customer solutions are at the forefront of Patient Care and deliver its optimal contribution to the Roche Vision.
Roche Operating Principles
- Put patients first
- Follow the science
- Act as one team
- Embrace differences
- Accelerate learning
- Simplify radically
- Make impact now
- Think long term
