Virtual Clinical Support Manager (Remote)
About The PositionThe Clinical Support Manager will lead a team of Nurse Educators and/or Non-Clinical Support. They will serve to solve problems proactively and provide world-class support and outreach experiences through an omnichannel environment. This role will help mentor and guide the team while managing the business and client initiatives. Actively deliver the best patient experience through creative problem-solving and deep industry knowledge. The Virtual Clinical Manager will build and maintain client relationships, provide clinical insights for content development, and deliver guidance as VMS continues to grow.Essential FunctionsFoster the VMS culture within the team to inspire and motivate top performanceAbility to clearly, positively and professionally interact and represent VMS with client interactionsOverseeing all training components and implementation ensuring confidence upon completionCoach, empower, and motivate team to improve their confidence, product knowledge, and communication skillsManage and achieve internal and client KPI’s while ensuring consistent, disciplined use of core processes and proceduresTrack and analyze team and individual’s performanceMaintain and be intimately familiar with all client's operational practices and procedures and ensure compliance and quality standardsCollaborate and build strong rapport with interdepartmental leaders to understand program updates or changes and execute accordingly Ensure incoming requests are resolved quickly and effectively to support client and vendor relationshipsPerform quality audits on the team’s interactions to ensure adherence and compliance to best practices. Perform documented coaching and provide feedbackMaintain high quality and compliance standards representing VMS and the team well for call calibrations with the client as well as high standard selection of compliant calls showcasing our best practices and follow through from client requestsOversee Adverse Event Product Quality Complaint (AEPQC) reporting and support any follow-up from compliance or clientManage complexity and capacity of work, tools, and programs to improve patient experience and qualityHold documented and consistent 1-on-1 meetings with all team members to provide feedback, listen, and direct actions to meet or exceed performance standardsFoster a collaborative environment providing as-needed support for overdue events and inbound call coverageFully understand and be able to perform all tasks required of your team in order to coach to the highest standardDeliver performance reviews for the team following the organization's best practicesPlan for and lead team meetings to educate and engage through interactions on work-related topicsDetailed understanding of queue management, performance, service levels and standardsMaintain a positive supportive spirit and helpful attitude, always looking for ways to improve and assist team needsAttract, hire, and maintain a high-performance team to serve the needs of our clientsBe available and willing to step in as needed to complete a callRequired SkillsAbility to thrive in a collaborative work environmentEffective communication style with a history of success in a cross-functional, fast-paced environmentProven ability and commitment to providing exceptional service to clients and teamAble to communicate effectively in a multi-channel environment (phone, email, and tasks) while using proper grammar and punctuationAbility to work and direct teams covering multiple clients that have unique process flows and vocabularyProven ability to provide clear and effective leadership, coaching, and feedback to employeesKnowledgeable and able to use all systems and perform troubleshooting independently and coach team to do the sameSelf-motivated with a strong desire to maintain high productivity levels and empower others towards personal and professional growth opportunitiesExperience with being held accountable to metrics and maintaining a high standard of work in a real-time interactive environmentExperienced in using case management, cloud contact center, and workflow management toolsProven ability to manage team and maintain organized and up-to-date caseloads with as needed coaching, mentoring and implementation of best practicesCompassion, high emotional intelligence, and a passion to be a patient advocateAbility to understand, explain and track real-time data related to team performance Queue monitoring and performance trackingStrong technological ability including CRM, telephony system and applications to measure outcomes Critical thinking skills with ability to think “out of the box” for creative solutions to team needsRequired Education And/or ExperienceActive, unrestricted RN license with 5+ years of clinical experiencePrevious work experience (minimally 2 years) as a clinical Supervisor/Manager in a telephonic environment and working interdepartmentally with proven ability to reach or exceed goals and team metricsTelephonic patient education experience, including complex therapy education, requiredExperience at developing and using motivational interviewing techniquesUnderstands the pharmaceutical industry as it relates to telephonic nursing experience.Entrepreneurial spirit and gritExperience using several software applications within a multiple-screen environment including Microsoft productsAbility to pull multi-level reports and then analyze and understand the data to coach to the appropriate behaviors