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Quality and Training Manager (Manufacturer Programs)

Aplica ya
Mapa de ubicación: Northborough, Massachusetts, United States Full time R1268719

Descripción del trabajo

Job Title: Training and Quality Manager

Reports To: Director of Patient Support Services

Position Summary:

Responsible for overseeing the training strategies and initiatives for a specific program within the patient support division.Directly responsible for development of curriculum as well as the planning and execution of the training program.The T&Q Manager is also responsible for developing a customer centric quality management program with a focus on continuous improvement measures. This individual should have strong team leadership skills and must be able to communicate across all levels of the organization.

The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position. They are not intended to be an exhaustive list of the skills and abilities required to do the job. AllCare Plus Pharmacy reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Primary Responsibilities:

Responsible for new hire training and continuous training of current employees, to include individual and group trainingProvide communication and follow up to ensure staff is fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actionsMonitor and verify call center staff phone calls with patients, providers and third party payers. Intervene when necessary to relieve call and train employeeDeploy a wide variety of training methods and programs that incorporate soft and hard skillsAnswer staff and customer questions and recommend corrective services to address customer complaintsProvide product/service information by answering questions, aiding customers, providers and fellow employeesCreate curriculum to facilitate both organizational and client specific training materials, to include scorecard measuresAudit, review and verify document accuracy on insurance and provider communication documents using client specific scorecardCollect research and data to compile into reports and presentations to be reviewed by the executive management teamMaintain a keen understanding of training trends, developments and best practices to implement across specific programs and company wideBring any indicator red flags to the attention of the Director and Manager(s)

Required Qualifications:

Minimum one-year previous experience as a Trainer/Manager and minimum of one year lead experience in previous role Proficient in cross training in various departments, knowledge of interdepartmental coordination and communication procedures Data entry skills and ability to type 30wpm+

Preferred Qualifications:

Associate’s Degree or higher 2-3 years pharmacy and/or related healthcare experienceUnderstanding of benefits design and structure

Professional Competencies:

Business Skills and Knowledge

  • General Management

Demonstrate analytic and problem solving skills, and understand the impact of individual

decisions on other parts of the organization and the environment.

  • Human resource management

Understanding of the rights and protection of employees, effective workforce planning,

and performance management.

  • Organizational dynamics and governance

An understanding of governance structures and the ability to foster trust and effectively

support governance systems and achieve organizational goals.

  • Quality improvement

Application of techniques that continually improve the quality of care provided, patient

safety, organizational performance, and the financial health of the organization.

Knowledge of the Health Care Environment

  • Health Care Systems and Organizations

Demonstrate an understanding of how the various components of the health care

system is organized and financed, and how they interact to deliver medical and health

care.

  • The Patient’s Perspective

Understand the patient experience, demonstrate a commitment to patients’ rights and

responsibilities, and ensure that the organization provides a safe environment for

patients and their families.

Communication and Relationship Management

  • Communication Skills

Be able to utilize verbal, written and presentation skills to communicate an

organization’s mission, vision, values and priorities to diverse audiences.

Leadership

  • The ability to inspire individual and organizational excellence, create and attain a shared vision

and successfully manage change to attain the organization’s strategic ends and successful

performance.

Professionalism

  • Personal and Professional Accountability

Practice and advocate ethical decision-making and actions, promote patients’ rights and

responsibilities, effectively manage stress and personal resources, and act in accord with

professional roles and norms.

  • Professional Development and Lifelong Learning

Participate in proactive career planning and continually update professional knowledge.

AllCare Plus Pharmacy, Inc. is an Equal Opportunity Employer that complies with applicable state and local laws governing nondiscrimination in employment. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics.

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.

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