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Patient Care Team Lead
hace 1 mes
The Patient Care Team Lead is responsible for ensuring the efficient and purposeful achievement of all Patient Care business objectives.
This is accomplished by leading a team of internal Advisors and Specialists, as well as overseeing the operations and performance of the external partner team (Outsourced Services), in accordance with Roche Operating Principles and Leadership Commitments.
The role proactively delivers Patient Care services that align with evolving business needs, all the while ensuring the excellence of the service provided to the Global Patient Care customers and patients.
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 according to Roche ́s core competencies, leadership commitments and operating principles.
- 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 overcoming the challenge of a multi-location / partner set-up.
- 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, to be able to counteract in case of deviations.
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 ́s 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.
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.
Ensure an outstanding customer experience and the reaching of other defined business objectives by monitoring, controlling and facilitating operational processes with the supplier team.
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.
