Job Description: Medical Operations Director-Medical Contact Centers

TransPerfect’s greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 90+ offices have its own individual identity, and each also has its own unique rewards. The role of Medical Operations Director-Medical Contact Centers is to serve as an inspirational operational oversight for Medical Contact Centers and involves management of a team of Medical Information professionals to support the delivery of a high quality, efficient and cost-effective handling service on behalf of designated clients. This division provides medical communications services to the life sciences industry and healthcare organizations by providing medical information and content for a wide range of inquiries and audiences. In this client facing role, you are responsible for overseeing strategic contact center operations, staffing, and KPI oversight at a regional level. This visible role will require leadership in project planning and operational excellence, alongside quality procedures and reviews from case documentation/reporting, ensuring compliance with global regulations, and managing client/corporate partner satisfaction.

Responsibilities:

1. Strategic and operational oversight for Medical Contact Centers, serve as client implementation lead, and project and people operational lead
2. Provide strategic medical review, implementation, execution, and oversight
3. Responsibility for the development, coaching and mentoring of agents. Creates, coordinates and provides training in collaboration with program manager and QA Lead.
4. Strategic oversight and management of program documentation, staffing strategy, tracking collective staff training, and ensures all documentation is reviewed and updated as per SOPs.
5. Manages aspects of day-to-day operations, staffing approach, reporting, trend analysis.
6. Responsible for attendance at rollout meetings, coordination of attendees for client meetings, content preparation (notes, action items, slides etc.) for client meetings and governance discussions, including taking meeting minutes and action items.
7. Responsible for overall quality of projects, QMS/LMS maintenance, ensuring staff comply with client KPIs, and that Qis and CAPAs handled in a timely manner, by managing deviations, investigations, issues and implementation of CAPAs in collaboration with QA colleagues
8. Provides KPIs and analytics, key quality & compliance activities, metrics and ad hoc topics to ensure timely remediation and escalation.
9. Ensures development and implementation of SOPs/WIs and compliance documentation as necessary
10. Responsible contact for audit readiness of program and facilitate team for inspections and audits
11. Contributes to educational and training materials/sessions to strengthened GxP knowledge and process understanding.
12. Responsible for management and documentation of incidents / service interruptions.
13. Provide and analyze monthly process assurance and reconciliations.
14. Responsible for program analysis, reporting and strategic workflow management, including tracking of training status across regions.
15. Responsible for activating subject matter experts for various IT/BT topics and if applicable, support any necessary phone and email set up and testing to ensure set up according to Client specifications.
16. Responsible for monitoring, reconciliations, and reporting to support invoicing and manage any non-conformances
17. Responsible for reporting on KPI/SLAs as required by Client as well as month end reconciliation to support monthly invoicing.
18. Quality reviews for KPI/SLA reporting and reconciliations, call testing and anonymous calls for quality training purposes

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