This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Summarized Purpose
Manages the day-to-day operations of the program team. Supports staff members so that contracted services are provided in accordance with client and company policies and procedures. May interact with the client and internal groups to discuss and resolve issues impacting client operations. Trains and supervises healthcare and non-healthcare, professional level program staff. Develops, coaches, and mentors staff.
The successful candidate will be part of a team responsible for managing our APAC customers, including customers from Mainland China and other Mandarin speaking regions in APAC.
The successful candidate will focus on managing customers from these Mandarin-speaking regions and use a call center solution with Chinese interface. The support involves responding to live customers via phone or chatbot. Mandarin proficiency is required to effectively support and communicate with these Mandarin-speaking customers regarding medical/clinical information and services.
Essential Functions
- May supervise program staff providing medical/clinical information, utilizing medical/clinical background to participate in, manage, and conduct quality review of medical/clinical work.
- Oversees and/or completes development of client reports and procedural documents.
- Maintains thorough program knowledge, with an emphasis on medical/clinical content (where applicable), troubleshoots program issues, monitors and ensures compliance with company policies and procedures including SOP's, protocols, and other regulations by conducting quality monitoring of staff work.
- Acts as liaison between the client, program management and staff for operational issues such as workflow processes, available resources, and new initiatives impacting the program.
- Oversees all aspects of program training including conducting training, developing curriculum, and documenting and maintaining training records and curriculum.
- Acts as a resource for front line staff for assistance with managing their scope of service.
- May function as the front-line healthcare professional agent to cover services including but not limited to answering medical/clinical inquiries (where applicable) and documenting contacts, adverse events and product complaints.
- Manages staff, which may include interviewing and selection, job description preparation, professional development, goal setting, performance management, coaching and mentoring, employee counseling, and separations. Approves courses of action on salary administration, hiring, corrective action, and terminations. Reviews and approves time records, expense reports, requests for leave, and overtime.
Policy & Strategy: Interprets and administers policies, processes, and procedures that may affect sections and subordinate work units. Requires full knowledge of own area of functional responsibility.
Freedom to Act: Assignments are defined in terms of activities and objectives. Work is reviewed upon completion for adequacy in meeting objectives. A portion of the time may be spent performing individual tasks.
Liaison: Interacts frequently with internal personnel and outside representatives at various levels. Participates and presents at meetings with internal and external representatives. Interaction typically concerns resolution of operational and scheduling issues.
Qualifications
Education and Experience:
- Healthcare Degree (bachelor's degree in pharmacy or nursing. Or associate degree in nursing with 2 years nursing experience)
- The program requires Mandarin and English proficiency as the team supports Mandarin speakers in China and other APAC countries. This role will also manage Mandarin and English bilingual staff.
- The candidate must pass the Mandarin proficiency language assessment
- Previous experience (comparable to 5+ years) in the healthcare or pharmaceutical industry with responsibilities involving counseling or providing medical information to include leadership experience (comparable to at least 1 year).
- Education may be substituted in lieu of some years of experience for advanced degrees such as PharmD, Ph.D. or MS. In some cases, a second language may be required. Some programs may require a Pharm.D.
- In most cases a license will be required. Note: Some countries (e.g., Brazil) may allow for the following requirements: Other Life Science/Healthcare degrees (e.g., Biomedicine). In some cases, an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.
Knowledge, Skills And Abilities
- Strong leadership skills
- Strong attention to detail and organizational skills
- Effective verbal and written communication skills
- Excellent problem solving and analytical skills
- Demonstrated time management skills and multi-tasking skills.
- Strong interpersonal and decision-making skills.
- Ability to coach and train staff
- Must be proficient in Mandarin and English
- Ability to work in a team environment and/or independently as needed
Management Role
- Manages experienced professionals and / or subordinate management who exercise latitude and independence in their assignments.
- Often heads one or more sections or a small department.
- Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, assisting subordinates with difficult inquiries or problems, interpreting and ensuring consistent application of organizational policies, and development and implementation of unit policies and procedures.
- Recommends employees for employment, discipline, termination; initiates and communicates a variety of personnel actions (e.g. performance and salary reviews, promotions, time off requests, timesheet and expense report approvals).
