Patient Care Team Manager
hace 7 días
We are seeking a highly skilled and experienced Team Manager to lead our Patient Care team. As a key member of our organization, you will be responsible for ensuring the efficient and purposeful achievement of all Patient Care business objectives.
Key Responsibilities- Lead a team of internal Advisors and Specialists, as well as oversee the operations and performance of the external partner team (Outsourced Services), in accordance with Roche Operating Principles and Leadership Commitments.
- Proactively deliver Patient Care services that align with evolving business needs, ensuring the excellence of the service provided to the Global Patient Care customers and patients.
- Build relationships with assigned Country Organizations, through effective Business Partnering, and work together on identifying and selecting service options and in market development.
- Work with Patient Care stakeholders to ensure that activities are carried out efficiently and purposefully, thus positioning Patient Care as a strong partner in market development, that the continuity and quality level of services are guaranteed, as well as that new market opportunities such as customer services are created.
- 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.
- 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's 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 % (Mainly for EMEA)
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.
The Team Manager is expected to demonstrate the Roche Operating Principles and contribute to the Roche Group. The Roche Operating Principles are:
- 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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