Team Lead-Medical Services RN at Cognizant in Tampa, Florida

Job Description:

Responsibilities:

• Handle supervisory calls and report to the manager on performance, status and any escalations

• Ensure process related metrics for the team (as agreed with the client) are met

• Get trained and certified on client process. Act as backup for QA and trainer

• AHT – Average Handle Time: 100% compliant to Average Handle Time (Overall team) & Average Speed of Answer (Overall team)

• Ensure Schedule Adherence for the Team through leave management and rostering

• Measuring and Managing impact on Agreed Service Levels.

• Average Defect Rate for the team should be maintained

• Manage employee retention and engagement (manage attrition within a target range, C-Pulse score higher than the previous year’s score)

• Contribute to Recruitment (measure through participation in screening and interviewing candidates)

• Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan)

• Average Speed of Answer (ASA), Managing impact on Service Levels and Abandonment.

• Responsible for Customer Satisfaction measured through CSS Score

• Resolution Rate- Team

• Conduct team building activities to enhance motivation

• Ensure seat utilization is greater than 1

• Complete all mandatory training/certifications as applicable

• Identify and Initiate process improvements that add value to the customer and conduct internal reviews/ meetings to identify gaps & disseminate updates

• inspection and audit interviews

• Assist in preparing responses for Corrective Action Plan issues as required

• Work with and participate in meetings with the appropriate Client contacts on an as needed basis.

• Identify competencies in the team & assign responsibilities accordingly

• Responsible to manage Inbound/Outbound activity and to ensure quality of day to day service delivery while initiating process improvements to improve team related metrics.

• Ensure the team is aligned to the goals set by the customer/business & provides exemplary support to the customers

• Executes standard responsibilities fairly independently under established guidelines for self and team with regular reviews. Refers to supervisor typically for specific interventions / exceptions

Qualifications:

• Preferred – Health Care Professional at least 2+ years of Contact Center Experience

• Registered Nurse with acute and inpatient bedside experience preferred

• Bachelor or Master of Nursing preferred

• Strong knowledge of medical terminology, pharmacology, human body systems and disease processes

• Basic knowledge of general principles of adverse events, product quality, medical information, and Food and Drug Administration (FDA) regulations

• Expert clinical assessment skills with the capacity to triage calls and circumstances appropriately

• Robust critical thinking and analytical skills with the ability to make prompt high-level decisions

• Ability to acquire and assimilate knowledge in different disciplines, disease and therapeutic areas

• Experience working with Pharma company; (healthcare experience will be considered too)

• Contact center experience with inbound/outbound voice programs involving patient and health care providers (Preferred)

Domain Skills

SNo	Primary Skill	Proficiency Level *	Rqrd./Dsrd.
1	PV Voice Support	NA	Desired
2	Pharmacovigilance&Safety Ops	NA	Desired

 

* Proficiency Legends

Proficiency Level	Generic Reference
PL1	The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2	The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3	The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4	The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

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