Job Details
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Job Description
1- Planning & Monitoring Process:
- Forecast and continuously conducting revenue analysis from incoming Programs and taking decisions about Number of Outbound calls will be executed and in which programs.
- Monitor treatment plans development by evaluating patient focused versus specialty plans and Disease-Based strategies.
- Evaluate patients experience related to direct-to-patient care, care coordination, chronic care management and other wellness programs applications to give insights about future programs and campaigns to be added in order to meet patients’ expectations sustainably.
2-Operational Excellence
- Play an essential role in developing frameworks of broadly-stated operational Processes relevant to Patients’ consultation and awareness .
- Analyze Medical CRM Teams Productivity through No. of outbound calls Achieved and treatment plans completion percentages.
- Review quality assurance reports after listening calls about using the appropriate scripts while consulting and take corrective actions such as change scripts management or reassigning tasks.
3-Customer Satisfaction
- Manage learning of CRM Teams on how they listen and solve any patients’ complaint successfully and promote them.
- Ensure that CRM Teams are using appropriate up-selling and Cross-selling activities according to patients’ history and demographic information to reach patients’ satisfaction.
Job Requirements
- Pharmacist or physician
- More than 4 years experience in Pharmaceutical call center, medical concierge, case management or patient support programs.
- Very Good knowledge of MS office programs.
