Medical Device Call Center Manager (Remote) at Three Point Solutions Inc

Job Title: Medical Device Call Center Manager (Remote)

Client: Medical Device Manufacturing Company

Duration: 5.5 months contract

Location: Virtual, MN 55448 (Remote)

Shift: 25-30hrs/week

Job Description:

Top 3 things the manager is looking for:

• Flexibility to work in vague environments-building project from scratch with high communication and self-starter mindset.
• One of: IT experience, DTC experience, or call center experience.
• Follow-through and incredible attention to detail.

Experience:

• 4 years or more.

Education Required:

• Completed Bachelor's Degree.

Job Overview:

We are looking for a skilled Patient Call Center Manager to lead call center operations within the Endoscopy operating unit (OU), the category leader in healthcare technology. In this position, you will oversee call center activities to provide top-notch prospective patient support while ensuring high-quality service. The ideal candidate will have exceptional leadership, communication, and analytical abilities and thrive in a fast-paced setting.

Duties and Responsibilities:

• Oversee Call Center Operations: Supervise the vendor managing daily call center functions to ensure efficient handling of incoming calls, patient support, and technical questions.
• Technical Guidance: Act as a bridge between marketing/comms teams, web developers, IT teams, and external vendors to maintain call center efficacy in generating marketing-qualified leads (MQLs).
• Manage Vendor Relationship: Serve as the main point of contact for the external call center vendor and ancillary service providers, oversee performance, and ensure compliance with standards.
• Analyze Performance Metrics: Monitor call center data, identify areas for improvement, and implement initiatives to boost productivity and service quality.
• Quality Assurance Program: Design and maintain a quality assurance program to uphold high standards for patient and technical support.
• Training and Development: Collaborate with internal stakeholders to create and implement training programs for call center agents.
• Ensure Regulatory Compliance: Supervise compliance efforts to ensure call center operations adhere to legal and regulatory requirements. Create SOPs to maintain adherence.
• Communicate with Stakeholders: Prepare performance reports for internal stakeholders, summarizing achievements, challenges, and action plans.
• Resolve Escalated Issues: Liaise with the call center vendor to address escalated customer complaints and issues.
• Develop Best Practices: Establish and maintain best practice guidelines and SOPs for training and information sharing.
• Manage Budget: Collaborate with finance and procurement teams to oversee the budget for call center operations and vendor contracts.
• Coordinate with Other Departments: Work with marketing, sales, tech/IT, and product teams to align call center efforts with business goals.
• Innovate and Strategize: Participate in developing and implementing long-term plans for physician referral pathways and patient engagement solutions.
• Aggregate Patient/Provider Feedback: Provide synthesized patient feedback to assist internal stakeholders with product representation, consumer insights, and provider feedback.

Qualifications:

Required:

• Bachelor's degree in healthcare, business administration/management, or a related field.
• Proven experience in call center and vendor management, ideally in healthcare or medical device industries.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Ability to work in a fast-paced and dynamic environment.
• Familiarity with patient and technical services in the medical device industry.

Preferred:

• Experience overseeing third-party call centers.
• Familiarity with Class III medical devices.
• Background in communications or marketing with experience in lead nurturing.

Responsibilities may include the following and other duties as assigned:

• Build and execute the value proposition for target customers (e.g., patients, Strategic Accounts, GPOs).
• Establish expertise in the target customer segment and integrate insights into the marketing team.
• Conduct market analyses to develop insights, identify unmet needs, and discover new business opportunities.
• Orchestrate customer experience elements (content, events, campaigns, etc.).

Differentiating Factors:

Leadership:

• Provides tactical or operational leadership.
• Receives task- and objective-oriented assignments.

Organizational Impact:

• Establishes operational plans and implements strategies.
• Impacts program schedules, customer satisfaction, or allocation of time, resources, and funds.
• May have budget or P&L accountability for a department, function, or geography.

Innovation and Complexity:

• Proposes modifications to functional policies and processes.
• Deals with complex, undefined problems requiring detailed analysis.

Communication and Influence:

• Communicates with customers and vendors about operations.
• Uses persuasion and information exchange to gain cooperation.

Required Knowledge and Experience:

• Practical knowledge in leading and managing execution of processes, projects, and tactics within one area.
• Typically has advanced knowledge and skills within a specific technical or professional discipline.
• Requires a Bachelor's degree (or equivalent), 5 years of relevant experience, or an advanced degree with 3 years of prior relevant experience.

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