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AdhereTech is a digital health company (powered by software & data) located in downtown New York City - & we are changing how patients take & manage their most crucial medications. AdhereTech is able to partner with the worlds largest healthcare companies to improve care for tens of thousands of patients, every day. 

Within the past year-plus, data has been published by three of the largest healthcare companies in the US, proving that AdhereTech benefits all patients, especially those with serious diseases like cancer, auto-immune disorders, rare diseases, & more: www.AdhereTech.com/Evidence

The Director, Operations & Customer Engagement will serve as a leader on the AdhereTech team  helping to set & implement the strategic vision for how we support & engage with our customer, both patients & partners.  This person will be responsible for day to day efficiency & quality within our call center operations, design & implement our program  strategy,  becoming a subject matter expert on our products & services.  This team leader will work hand in hand with Account Management, Sales, Marketing & Technology to ensure that our programs & our services are being delivered with consistent quality while achieving program goals.

Our ideal candidate will be truly passionate about building a world class support program. This person will have experience building highly functioning call center teams, effective programs  & managing call center operations or a hub program.  This role will be responsible for both strategic & tactical responsibilities & will need to demonstrate flexibility managing between both seamlessly.  Ultimately, this  role will be responsible for ensuring top quality patient support as well as enhancing & optimizing support for our partners.  

Responsibilities:

  • Manage patient support team including staffing, training, implementing call center best practices, career development, & individual & team performance
  • Ensure teams are properly prepared for onboarding of new service launches, including developing & documenting SOPs & call scripts
  • Partner with senior leadership to define success metrics that align with company vision & goals 
  • Work with Data team to update performance dashboards, analyze data, & report on dashboards to senior leadership 
  • Implement quality control initiatives & continuously train team on best practices
  • Proactively makes recommendations to improve programs & services while maintaining client satisfaction
  • Conduct customer audits of patient support operations with pharmaceutical partners
  • Lead process to evaluate outsourcing vs. in-house development decisions
  • Select, negotiate terms, & manage 3rd party vendor partners, where needed
  • Serve as the face of our patient support operations by attending customer meetings, supporting on-site partner launches, & providing operational support
  • Provide back end support to partners, as needed
  • Ensure escalation support is provided for all scheduled shifts

Qualifications:

  • 5+ year experience related to managing call center operations in support of healthcare, pharmaceutical, or pharmacy related functions
  • Previous leadership & management experience with demonstrated results
  • Experience with selecting, implementing, & managing outsourced vendor for overflow & tradition support models
  • Successful completion of vendor audits
  • Excellent written & verbal communication skills, especially in a professional setting
  • Advanced problem solving skills. Ability to analyze & interpret data
  • Interest in healthcare technologies, IoT, medical devices, & most of all, creating tools that help patients, is a plus
  • Experience with selecting, implementing, & managing call center & CRM tools a plus

Why You Should Join Us:

  • Competitive base salary & participation in the company equity plan
  • Medical, dental, & vision benefits for you & your family
  • Access to pre-tax commuter benefits
  • Company sponsored 401(k) plan
  • Flexible vacation policy
  • New parent leave
  • Sunny new office located in downtown Manhattan with gorgeous views of the Hudson River & Statue of Liberty
  • Fully stocked office snacks
  • Fun & exciting team events
  • Dog friendly Fridays
 
 
 
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