Healthcare Contact Centre Supervisor
I
InizioHealthcare contact center
Location: Manila, Philippines; Workplace Type: RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Demonstrated proficiency in spoken and written English
- Experience
- Minimum five years’ experience supervising within a healthcare contact center, medical information service, patient support program, pharmacovigilance environment, or related healthcare setting.
- Required Skills
- LeadershipMicrosoft OfficeCoaching
Requirements
- Maintain current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board, as required by the client program.
- Have at least five years of supervisory experience in a healthcare contact center, medical information service, patient support program, pharmacovigilance environment, or related healthcare setting.
- Have experience managing operational, quality, compliance, and performance metrics in a regulated environment.
- Have a general understanding of contact center management systems and workforce management tools.
- Be proficient in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams.
- Demonstrate proficiency in spoken and written English and communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.
- Have customer service, communication, coaching, leadership, interpersonal, and team-development skills.
- Be able and willing to work schedules supporting U.S. business operations, including evenings, overnight shifts, weekends, and holidays as required.
- Be able to work remotely in a secure work environment and travel for business purposes where required.
Responsibilities
- Supervise contact center staff, manage performance, and support employee development.
- Conduct performance evaluations, coaching, recruitment interviews, onboarding, and training.
- Manage daily contact center operations to meet client KPIs, service levels, quality, compliance, and performance objectives.
- Monitor inbound and outbound interactions for script adherence, call integrity, pharmacovigilance compliance, and privacy requirements.
- Ensure timely documentation, escalation, and reporting of adverse events, product quality complaints, and other reportable information.
- Oversee pharmacovigilance and product quality complaint processes and applicable reporting timelines.
- Analyze operational, quality, productivity, and database metrics and recommend improvements.
- Oversee email, voicemail, web-based inquiries, and other approved communication channels.
- Support audits, inspections, quality reviews, corrective actions, and continuous improvement initiatives.
- Maintain contact center procedures and ensure secure remote-working and business continuity practices.
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