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Patient Care Team Manager
hace 2 meses
We are seeking an experienced Patient Care Team Manager to lead our Patient Care services in the DACH region. As a key member of our team, you will be responsible for ensuring the efficient and purposeful achievement of all Patient Care business objectives.
Key Responsibilities- Lead a High-Performing Team: 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.
- Drive Customer Experience: Ensure an outstanding customer experience and the reaching of other defined business objectives by monitoring, controlling, and facilitating operational processes with the supplier team.
- Develop and Implement Strategies: Develop and implement 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.
- Collaborate with Stakeholders: 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.
- Ensure Quality and Compliance: Ensure a high service quality by applying, supervising, and supporting quality management measures and adhering to Roche Operating Principles.
- Leadership Experience: Demonstrated leadership experience through direct or indirect leadership responsibilities.
- Industry Knowledge: 5 years of experience, preferably in a contact center or in the healthcare industry, with a deep understanding of the healthcare industry and the use of technology-based solutions.
- Language Skills: Bilingual in German + English or Spanish.
- Education: 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.
- Soft Skills: Excellent customer service, communication, and organizational skills, with the ability to understand, explain, follow, and enforce SOPs, Contact-Center KPIs, and protocols.
F. Hoffmann-La Roche Gruppe is a leading research-focused healthcare group with over 100,000 people across 100 countries. We are committed to pushing back the frontiers of healthcare and improving people's lives. Our success is built on innovation, curiosity, and diversity.
We are an Equal Opportunity Employer and welcome applications from diverse candidates.
