REMS Quality Assurance Lead

Overview

You're driven, resourceful, and above all else - remarkably smart.

You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn't cut it - you've got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you're known for your good nature. You'll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door.

Responsibilities

The REMS Engagement Center Quality Assurance (QA) Lead collaborates and supports the aligned REMS Engagement Center Manager to monitor agents who are conducting inbound and outbound calls in accordance to the REMS program requirements. Primarily responsible for evaluating the performance of the team to ensure compliance with the expectations of the client. The QA Lead will also be responsible for collaborating with internal and external stakeholders to create and deliver system and process oriented training content to support ongoing project needs.

In this exciting opportunity, you are a great fit if you can....

• Ensure project teams meet the needs of the business
• Coordinate between all appropriate Syneos Health service departments to accomplish project essential tasks and deliverables
• Collaborates and communicates with internal leadership and support teams to share insights and barriers to success
• Maintain constant communication with key individuals about the status of issues/resolutions and deliverables
• Handle Daily Operations to ensure correct procedures are followed and coordinate with program manager to provide directions to aligned team on what to do and how to improve
• Document all communication in the appropriate application contact log in an accurate, concise and timely manner
• Assist in establishing KPI's and manage staff to them.
• Assist Engagement Center colleagues with challenging times when peak volumes are achieved or personnel are absent which can be on nights/holidays/weekends.
• Engage in REMS program auditing and/or monitoring activities.
• Conduct quality assurance review of data, as applicable, to ensure document/data entry, data corrections and all communication are documented accurately, concisely and in a timely manner
• Scheduling project team work shifts to ensure adequate phone coverage
• Evaluate team performance through frequent monitoring and coaching to improve productivity and success on the program
• Ensure team meets all performance metrics (call quality, call guide, average time, interaction notes, follow-up, etc.)
• Attendance at educational workshops and training sessions to ensure professional and technical knowledge

Job Requirements

• BA/BS degree
• Minimum 3 year of experience in a client services/call center role
• One or more years of experience in the pharmaceutical or healthcare industry
• At least one year of quality Leadership experience [peer-to-peer or direct reports]

Preferred

• Experience with Risk Evaluation and Mitigation Strategy (REMS)

Required

• Strong interpersonal & communication skills (verbal and written)
• Leadership skills
• Performance management
• High level of attention to detail
• Planning and organizational skills
• Ability to leverage knowledge of Syneos Health Products & Services
• Skill in troubleshooting and problem solving
• Data analysis

Interviews may be conducted in person at an on-site interview location. For any in-person interviews, local COVID-19 safety guidelines will be followed.

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, each day brings an opportunity to take ownership of a new challenge. Teaming with some of the most talented clinicians in the industry, you'll improve patient outcomes and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients. By joining Syneos Health, you'll be connected to our multitude of career paths and pipeline of employment opportunities.

WORK HERE MATTERS EVERYWHERE | How will you accelerate improving patient outcomes?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)]

As a healthcare company we have an important responsibility to protect individual and public health. Except in those locations where state or local law impacts this vaccination requirement, this position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities unless an exemption can be confirmed based on a medical condition, sincerely-held religious belief, or other reasons recognized by applicable law. Submission and approval of an exemption request does not necessarily guarantee that an accommodation can be provided for any specific job.