Program Manager – Call Center Patient Support Services

Are you a highly organized and driven individual with experience in managing call center operations? Do you have a passion for patient support services and improving healthcare outcomes? IQVIA is seeking a skilled Program Manager to oversee our call center operations for patient support services. As a Program Manager, you will be responsible for managing a team of call center representatives and ensuring the delivery of exceptional patient support services. You will also collaborate with cross-functional teams to develop and implement strategies to enhance the patient experience. If you have a strong background in call center management and a desire to make a positive impact in the healthcare industry, we encourage you to apply.

1. Oversee all aspects of call center operations for patient support services, including managing a team of call center representatives.
2. Develop and implement strategies to enhance the patient experience and improve healthcare outcomes.
3. Collaborate with cross-functional teams, such as marketing and client services, to ensure alignment and effective delivery of patient support services.
4. Monitor call center performance metrics and make recommendations for improvements to optimize efficiency and effectiveness.
5. Ensure compliance with all relevant regulations and guidelines, such as HIPAA and FDA regulations.
6. Train and mentor call center representatives to provide exceptional customer service and maintain a high level of professionalism.
7. Conduct regular performance evaluations and provide feedback to team members to support their growth and development.
8. Develop and maintain relationships with clients to understand their needs and ensure their satisfaction with the patient support services provided.
9. Create and maintain reports on call center operations, including call volume, response times, and customer satisfaction levels.
10. Continuously evaluate processes and procedures to identify areas for improvement and implement solutions to increase efficiency and productivity.
11. Stay updated on industry trends and best practices to ensure the call center is utilizing the most effective strategies and technologies.
12. Handle any escalated customer inquiries or complaints in a timely and professional manner.
13. Maintain a positive and productive work environment, fostering teamwork and collaboration among call center staff.

According to JobzMall, the average salary range for a Program Manager – Call Center Patient Support Services in Las Vegas, NV, USA is between $70,000 – $90,000 per year. However, this can vary depending on factors such as the size and type of organization, level of experience, and specific job responsibilities. Additionally, bonuses and benefits may also be included in the overall compensation package.

IQVIA, formerly Quintiles and IMS Health, Inc., is an American multinational company serving the combined industries of health information technology and clinical research.