CAREER PORTAL

Patient Safety Call Center Team Lead

Patient Safety Call Center Team Lead

JOB PURPOSE

The Safety Call Center Team Lead is expected to perform oversight for all daily operations within their designated Patient Safety Call Center team, which is  responsible for completing inbound and outbound phone calls to  patients, caregiver and  healthcare profession on behalf of Novo Nordisk Inc.’s Patient Safety regarding their adverse event experience.  Duties include day to day management of their Patient Safety Call center team ensuring compliance with internal and external requirements regarding the collection and maintenance of safety information.


JOB ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Ability to perform all responsibilities of junior safety call center staff, including but not limited to the processing of serious and non-serious adverse event calls and associated technical complaints related to marketed NNI products into the local intake database.
• Serve as a subject matter expert for NN processes, including adverse event selection and coding, database functionality and PV requirements.
• Perform prioritization of call ques and handle workflow case allocation and oversight.
• Identify and escalate priority issues while handling escalation calls from HCPs and consumers.
• Assist with training of new hires conducting portions as needed and support of mentorship.
• Review and collect call handling metrics and provide analysis and presentation.
• Collaborate with NNI management regarding workload volume.
• Oversight of call monitoring, conducting if necessary
• Serve as subject matter expert during audits/inspections on all call handling processes and take an active role in the audit/inspection process.
• Review and collect call handling metrics on key performance indicators and provide analysis and presentation.
• Motivating, coaching, and developing team members.

QUALIFICATIONS

• Bachelor’s degree required (health care provider) or relative experience as an HCP with a BS.
• Minimum 5 years of experience in call center leadership managing complex programs and clients .
• Minimum of 5 years pharmaceutical experience in pharmacovigilance. PV database knowledge preferred
• Experience working directly with clients overseeing team delivering services.
• Direct Report management experience preferred. A minimum of 3 years’ experience in peer-to-peer coaching/mentoring is required.
• Exceptional knowledge of medical terminology required.
• Strong oral and written communication skills required.
• Ability to work with sensitive or confidential information required.
• Strong attention to detail required.
• Bilingual (English/Spanish) a plus.

Estimated Min Rate: $38.50
Estimated Max Rate: $55.00


What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.