Patient Care Team Manager
hace 2 semanas
We are seeking a highly skilled and experienced Patient Care Team Manager to join our 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.
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's and team's 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.
- 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: A fluent command of English and Country X language, potentially other languages based on local/regional needs.
- 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.
You are also responsible for building, and then 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
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Barcelona, Barcelona, España F. Hoffmann La Roche Gruppe A tiempo completoAbout the RoleAt Roche, we are passionate about transforming patients' lives and delivering exceptional care. As a Patient Care Team Manager, you will play a critical role in ensuring the efficient and purposeful achievement of all Patient Care business objectives.Key ResponsibilitiesLead a team of internal Advisors and Specialists to deliver Patient Care...
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Barcelona, Barcelona, España F. Hoffmann La Roche Gruppe A tiempo completoAbout the RoleAt Roche, we are passionate about transforming patients' lives and delivering exceptional care. As a Patient Care Team Manager, you will play a critical role in ensuring the efficient and purposeful achievement of all Patient Care business objectives.Key ResponsibilitiesLead a team of internal Advisors and Specialists to deliver Patient Care...
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