Customer Marketing Manager - Exempt Customer Marketing Manager - ...
Mindlance - Virginia Beach, Virginia, us, 23450![Mindlance](/api/image?src=https%3A%2F%2Fgeneral-board-default.s3.us-east-2.amazonaws.com%2Fpublic%2Fimages%2Fdesk-360x180.webp&w=640&q=75&f=webp)
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Patient Call Center ManagerJob Overview: We are looking for a skilled Patient Call Center Manager to lead call center operations within the Endoscopy operating unit (OU) at ***, the category leader in healthcare technology. In this position, you will oversee call center activities on behalf of *** to provide top-notch prospective patient support while ensuring high-quality service. The ideal candidate will have exceptional leadership, communication and analytical abilities, and thrive in a fast-paced setting.Duties and Responsibilities:Oversee Call Center Operations: Supervise the vendor that's managing daily call center functions to ensure efficient management of incoming calls, patient support, and technical questions.Technical Guidance: Be a conduit between marketing/comms teams, web development resources, IT team and other external vendors to maintain call center efficacy in generating marketing qualified leads (MQLs).Manage Vendor Relationship: Serve as the main point of contact with external call center vendor and ancillary service providers, oversee vendor performance, and ensuring compliance with standards and expectations.Analyze Performance Metrics: Monitor call center performance data, identify areas for improvement, and implement initiatives to enhance productivity and service quality.Quality Assurance Program: Design and maintain a quality assurance program to uphold high standards of patient and technical support.Training and Development: Collaborate with internal stakeholders to create and implement thorough training programs for call center agents, elevating their skills and service quality.Ensure Regulatory Compliance: Supervise compliance efforts to ensure call center operations adhere to legal and regulatory requirements, providing vendors with clear guidance. Creating standard operating procedures (SOPs) to maintain adherence while working with internal stakeholders to articulate efforts is also desired.Communicate with Stakeholders: Prepare regular performance reports for internal stakeholders, summarizing achievements, challenges, and action plans for improvement.Resolve Escalated Issues: Act as a liaison between *** and the call center vendor to promptly address escalated customer complaints and issues.Develop Best Practices: Establish and maintain best practice guidelines and SOPs for internal training and information sharing.Manage Budget: Collaborate with finance and procurement teams to oversee the budget for call center operations and vendor contracts, ensuring cost-effectiveness, efficiency, and return on investment.Coordinate with Other Departments: Work with marketing, sales, tech/IT and product teams to align call center efforts with business goals and marketing strategies.Innovate and Strategize: Participate in the development and implementation of long-term plans for physician referral pathways and other innovative solutions to improve patient engagement.Aggregate Patient/Provider Feedback: Provide a synthesis of patient feedback to assist internal stakeholders with product representation, consumer insights, and provider feedback.Qualifications:Required:Bachelor's degree in healthcare and/or business administration/management, or a related field.Proven experience in call center management and vendor relationship management, ideally in the healthcare or medical device industry.Strong analytical and problem-solving skills.Excellent interpersonal and communication skills.Ability to work effectively in a fast-paced and dynamic environment.Familiarity with patient and technical services in the medical device industry is beneficial.Preferred:Experience overseeing third-party call centers.Familiarity with Class III medical devices.Background in communications or marketing with experience in lead nurturing.If you are a strategic leader committed to providing outstanding patient support, we invite you to join our team and drive the success of our call center operations.
Template JD:Responsibilities may include the following and other duties may be assigned. Builds and executes the value proposition for the target customer audience, from developing insights to designing the end-to-end customer experience (Customers can be patients, Strategic Accounts, GPO, etc.). Establishes deep expertise on the target customer segment and ensure this expertise gets integrated purposefully into the extended marketing team. Conducts market analyses to maintain an appropriate level of understanding of the target audience, developing insights, unmet needs and new business opportunity that can improve marketing programs. Orchestrates and integrate all elements of a great customer experience (content, events, campaigns, etc.) DIFFERENTIATING FACTORS Provides tactical and / or operational leadership. Receives assignments in task and objective oriented terms. Organizational Impact: Establishes operational plans and implements policies and strategies. Decisions impact program schedules, customer satisfaction levels, or allocation of time, material resources, expenditures and funds. May have budget or P&L accountability for a department, function or geography. Strive for continuous improvement and consistency in deliverables. Innovation and Complexity: Proposes modifications to functional operating policies and day-to-day processes. Problems and issues faced are complex, difficult and undefined, and require detailed information gathering, analysis and investigation to understand the problem. Communication and Influence: Communicates with internal and external customers and vendors regarding ongoing operations. Uses information exchange, influence and active persuasion without direct exercise of command to gain cooperation of other parties . May interact on issues that have externally shared objectives. Required Knowledge and Experience: Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area. Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization. Requires a Baccalaureate degree (or for degrees earned outside of the United States, a degree which satisfies the requirements of 8 C.F.R. § 214.2(h)( 4)(iii)(A) and minimum of 5 years relevant experience, or advanced degree with a minimum of 3 years prior relevant experience.
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."