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Director, Nurse Education - Virtual Patient Support Services - Remote

IQVIA

IQVIA

Customer Service
Multiple locations
Posted on Thursday, July 4, 2024

We are currently seeking strong candidates for a full time Director position to lead one of our best-in-class Virtual Patient Support Programs. All our Virtual Contact Center programs are developed and managed to optimize the patient and provider experience while maximizing clinical outcomes. Our documented approach has proven that the overall experience we provide improves utilization, with strong positive feedback.

Our programs are intentionally designed to consider the differentiated value that a high-touch, patient-centric navigation solution can provide for our customers as well as the communities for which they are intended. We successfully leverage our long-standing expertise in patient engagement and robust technology.

Director

The Director in this role will be responsible for consulting with the client to help determine the optimal patient service team operations, as well as supporting and managing the team recruitment and onboarding process. Once the team is built, the Director will be responsible for managing patient services personnel, budgets, acting as liaison with assigned customer, and overall leadership of the project.

The Director reports directly to the Senior Director of Patient Support Services. The project will be supporting a major pharmaceutical company in their educational needs for a product used in Diabetes management.

Qualifications:

  • Bachelor’s Degree in a Healthcare Discipline required
  • 3+ years’ experience in supervising nurses or other clinical educators in a Virtual Contact Center with a demonstrated knowledge and comfort with technology/software required
  • 3+ years of leadership experience in the pharmaceutical or healthcare industry required
  • 2+ years of experience in diabetes, including treatments and the patient population preferred
  • Previous experience in reviewing and training on scripts for a Contact Center highly desirable
  • Demonstrated effective presentation skills; excellent interpersonal (written/verbal/virtual) communication skills
  • Proven ability to motivate and coach others to drive performance
  • Strong organizational skills
  • Professional presence in working with internal and external customers and the ability to build collaborative relationships
  • Demonstrated experience in effective financial budget management
  • Excellent listening and problem-solving skills
  • Demonstrated ability to work independently in a fast-paced work environment
  • Advanced computer skills and data base management knowledge with experience in software application including MS Office (Teams, Word, Excel, PowerPoint, and SharePoint)

Responsibilities

  • Point of contact for customer; responsible for account level communication with customer, setting program goals, attending operations review meetings, creating and presenting QBRs and other program metrics, invoicing, and program leadership
  • Travel to onsite client location as needed
  • Collaborates with customer during program start-up to determine user requirements for desired outcomes
  • Aligns resources during program design and works effectively with Technology and Operational resources on an ongoing basis to problem solve and optimize the team
  • Oversees implementation, execution, and quality assurance/continuous process improvement of the Contact Center
  • Collaborates with multiple stakeholders for integration and process improvement; able to effectively communicate and resolve issues among stakeholders in a timely manner

#LI-CES

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role is $125,000-$165,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.