Patient Care Team Manager

hace 2 días


Barcelona, Barcelona, España F. Hoffmann-La Roche A tiempo completo
Job Summary

We are seeking a highly skilled and experienced Patient Care Team Manager to join our team at Roche. As a Patient Care Team Manager, you will be responsible for leading a cross-country team operating in a matrix model, inspiring and motivating them to create transformative solutions and influencing their prioritization and uptake in the wider organization.

You will work closely with Country Organizations to create, modify, or discontinue services, proactively delivering Patient Care services that align with evolving business needs. Your expertise in working with and for customers, demonstrating a genuine concern for patients' and customers' best interests beyond products, will be essential in driving and motivating the organization.

Key Responsibilities
  • Lead a cross-country team operating in a matrix model, inspiring and motivating them to create transformative solutions and influencing their prioritization and uptake in the wider organization.
  • Work closely with Country Organizations to create, modify, or discontinue services, proactively delivering Patient Care services that align with evolving business needs.
  • Drive and motivate the organization, enabled by a strong resilience, listening and empathizing with different stakeholders.
  • Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
  • Collaborate with cross-functional teams to identify and prioritize business opportunities and develop plans to achieve them.
  • Monitor and analyze customer feedback, identifying areas for improvement and implementing changes to enhance the customer experience.
Requirements
  • 5 years of experience 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.
  • 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.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced professional looking for a new challenge, please submit your application.


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