Senior Program Lead, Quality

Biogen - USA - Company Description Job Description Monitoring both internal and vendor Patient Services Calls for overall agreement with the Patient Services Call Center Quality program and/or approach to Call Quality, as well as gathering strategic insights for overall business development and improvement. This position is responsible for working cross-departmentally and externally to develop and maintain Patient Services Quality standards, and building relationships within Patient Services s to execute the Patient Services Call Quality Program. Additionally, this position leads and conducts Strategic Call Monitoring Plans to deliver key insights to the overall state of the business, builds an overall program strategy for both Strategic Monitoring and Vendor Quality. Executes Call Quality Program: · Monitors calls for Quality for overall call center Quality as well as Strategic Monitors according to the Quality program guidelines, ensuring the highest level of customer effectiveness and product knowledge for team members in Patient Services and continuous quality improvement as needed · Creates call monitoring expectations based on industry standards, internal and external stakeholder feedback, and compliance and regulatory guidelines · Defines quality metrics for PS organization to support performance rankings and challenge/contest goals · Manages and shares quality reporting to PS Sr Leadership and Operations utilizing technology tools and BOI reports · Leads, schedules, and conducts cross-functional meetings/business reviews to update on key Quality initiatives, program changes, proposals, and/or analysis · Develop relationships with all internal and external stakeholders to share program vision, help drive initiatives, and create awareness of program updates/changes/current initiatives and projects · Develop processes, forms, reports, metrics, and SOPs/Policies · Partner with IT for strategic system updates, design, implementation, consulting and testing · Design, develop, and deliver PRC approved training · Prioritizes team call monitoring request and responsibilities related to coverage needs, new hires, performance/compliance monitoring, etc · Partners closely with PS Compliance, Regulatory, and Corporate Compliance to make recommendations on guidelines, escalation processes, new or updated TP/DPs, and policies. · Technology primary quality program POC and SME 2. Develops and Executes Strategic Quality Monitors: · Define overall strategy for Strategic Monitoring and ensures this strategy aligns and supports overall PS goals and vision. · Lead strategic Quality monitoring initiatives through collaboration with key stakeholders within and external to Patient Services. · Manage strategic monitoring plan, identifying business needs for key projects, developing a project plan for the overall initiative, and tying back to overall business/departmental goals: · Meet with key stakeholders on ongoing basis to proactively obtain requests and ideas for Strategic Monitoring Plans. 3. Patient Services Quality Strategy: Supports improvement projects around Patient Services Call Quality Program. Works with stakeholders throughout all levels of Patient Services to provide status of call quality, and ensure continuous quality improvement. Investigate and resolve Quality issues, escalate to manager when needed. Provides input on on improving Quality program effectiveness, collaborating with Operations, Compliance, Regulatory stakeholders to solicit feedback, implement solutions, and create post-implementation measurements and ROI. Operationalize improvements and programs, working closely with relevant stakeholders in Operations, Compliance, and Regulatory. Lead relationship and plan for Patient Services customer feedback platform and industry quality certifications (ex.SQM). Partner with independent vendor to develop monitoring plans, goals, and strategy, and ensure execution within Patient Services. Utilizes data to drive customer satisfaction and agent recognition. Lead implementation of key Quality initiatives, working to influence key leaders, creating successful programs for all stakeholders. Lead day to day project operations of Quality Team members, assign monitors and strategic plans. Serve as IT Lead point of contact on Quality Technology programs (NICE, Call Miner, etc) and lead project related to these programs. Qualifications · 6-8 years’ experience within call center industry · Ability to produce clear and concise written and verbal communications · Ability to influence and facilitate effective outcomes without authority · Familiarity with Call Center Quality Initiatives · Strong Data Analytical skills, ability to synthesize data trends and reports into cohesive outcomes and recommendations · Familiarity developing Call Center Quality Strategy · Familiarity with managing vendors Bachelor’s degree with 6-8 years relevant experience/Master’s degree with 3-5 years relevant experience Additional Information All your information will be kept confidential according to EEO guidelines.... - Permanent - Full-time

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