Job Description

Call Center Non-Clinical Support Manager/REMS (Remote) 11-8p EST

CEC Customer Support

Location:

About the Position:

The Virtual Non-Clinical Support Manager is responsible for leading and developing a team of Non-Clinical Case Managers who support healthcare providers in meeting REMS (Risk Evaluation and Mitigation Strategy) program requirements. This role ensures that high standards of quality, compliance, and customer service are met while fostering a culture of continuous improvement, collaboration, and accountability. The Manager will oversee day-to-day operations, coach staff performance, monitor KPIs, and partner cross-functionally to optimize program effectiveness and ensure regulatory adherence.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership & Coaching

• Manage a team of Non-Clinical Case Managers by providing ongoing coaching, feedback, performance management, and professional development

• Lead by example in demonstrating critical thinking, professionalism, and a commitment to service excellence

Operational Oversight

• Monitor team productivity and quality standards, ensuring compliance with REMS protocols, client expectations, and industry regulations

• Ensure appropriate staffing and scheduling to meet service levels across all communication channels (phone, email, chat, text)

Training & Process Improvement

• Identify training needs and implement programs to ensure consistent performance and knowledge across the team

• Collaborate with cross-functional teams to improve workflows, systems, and standard operating procedures

Compliance & Quality Assurance

• Ensure accurate and compliant documentation in systems (e.g., Salesforce, Genesys) and oversee the execution of all case management activities in line with regulatory and privacy requirements

• Lead internal audits and participate in client audits as necessary

Reporting & Metrics Management

• Analyze team metrics (e.g., call handling, case resolution, documentation accuracy) to identify trends and drive improvements

• Prepare and present reports on team performance and program success to leadership and clients

Collaboration & Communication

• Foster strong communication and collaboration within the team and with internal and external stakeholders

• Serve as a point of escalation for complex HCP inquiries or operational challenges

Other duties - This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Other duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Education and/or Experience:

• Associate degree required, Bachelor’s degree preferred and 3 years' experience in pharmaceutical/healthcare patient support services setting

• Leadership experience in a telephonic environment including patient/HCP assistance

• Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment

Required License and/or credential(s):

• NA

Required Skills:

• Strong leadership and people management skills, including coaching and performance management

• Advanced Technology and computer skills with a working knowledge of Salesforce, Genesys, Microsoft Word, Excel, and PowerPoint.

• Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: Telephony Systems - Genesys, CRM - Salesforce, Microsoft Suite).

• Ability to quickly learn and accurately retain knowledge in numerous data entry systems

• Optimistic, upbeat, and enthusiastic in times of challenge and constant change.

• Highly adaptable, flexible, and ability to prioritize multiple tasks

• Ability to proactively identify potential issues, risks and implementation concerns

• Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks

• Proficiency with the Internet, including the ability to perform searches with the use of multiple screens and browser tabs

• Proficient with keyboarding skills with a minimum typing speed of 40 WPM

Special Position Requirements:

Travel:

• Minimal travel required >1%

Working Conditions:

• Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Technical Requirements for Work from Home

• Designated workspace free from noise and other distractions

• Dedicated Internet access with at least 100 mbps download speed and 20 mbps upload speed

• Ability to set up MLS-provided computer equipment and connect it to the Internet via ethernet cable preferred

Physical Requirements:

• Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.

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