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Specialist 3 - Process Excellence
Ref No.: 20-04727
Location: Horsham, Pennsylvania
Job Description:

• Lead day-to-day relationships with key vendors to drive consistency and continuity of call center operations across the Company Brands/Therapeutic Areas (TA).
• Measure and analyze key call center performance metrics for call center vendors (e.g., VOBs delivered, VOB accuracy, time to VOB, savings program utilization, agent productivity, etc.) and drive continual process improvement and operational excellence resulting from new capability needs or existing operational processes
• Translate business requirements into operational process changes and SOPs for vendors and oversee their plans/timelines to execute. One voice back to Company
• Optimize training through enhanced processes or guidelines for vendor staff in accordance with TA strategies and lead facilitation of training.
• Track key operational-performance metrics for HUB and handle all operational escalations as needed.
• Assist with leading and facilitating monthly and quarterly vendor reviews, by driving TA adherence to the reporting standards
• Partner with Procurement, Legal, and other Patient Access Solutions team to adhere to SOWs and MSAs with vendor.
• Work closely with Vendors on Customer Service initiatives, including quality Management, IVR optimization, Training, work force management, etc.

Qualifications:
• A minimum of a bachelor's degree (Communications, Business, Operations or related fields) is required.
• Call center operations experience is required
• 5 or more years of relevant experience in the healthcare industry is strongly preferred.
• 2 or more years of experience in the pharmaceutical industry is preferred.
• Strong Project management, analytical and interpersonal skills are required
• Ability to partner effectively with internal and external stakeholders at various levels to oversee and manage multiple projects is required
• Understanding of general system integrations and technologies is required.
• Experience managing projects/vendors and budgets effectively is required
• Ability to communicate effectively with others, including managing conflict to drive standardization and adoption of required processes.