Senior Manager, Customer and Patient Care

ROLE SUMMARY

Do you want to be at the forefront of customer-centric transformation in Pharma? Are you passionate about reinventing the experience we provide to our customers and patients to continuously enhance customer engagement and enhance customer experience to be the most effective channel? Are you an initiative-taker who can pave a new path for yourself, and thrive in a startup change-agile environment?

Our vision is to develop Pfizer Connect into an industry leading capability designed to meet our customers where they are by deploying innovative approaches to develop and deliver impactful solutions to our customer and patients, while enhancing our relationships and relevance. This role is integral towards making a significant contribution towards our 2027 vision helping 1B people each year.

The focus of the role will be to manage our inbound/outbound customer & patient care experience representatives based in Tampa, FL and offshore locations that are supporting the Primary Care Health Solutions capability. This role must ensure that the most up to date, comprehensive, and compliant knowledge/Information is being delivered using approved processes. In addition, in support of the broader Contact Center & Patient Operations team, the position will be responsible for managing processes used to develop operating scripts, quality programs and training in coordination with our vendor partners to ensure our agents can focus on providing the best experiences in our industry.

This role supports the Global Customer Care Lead for Pfizer Connect and collaborates primarily with the Pfizer Connect Leadership Team, US Commercial Brand Teams and with numerous other groups who support inquiries received from customers and patients.

ROLE RESPONSIBILITIES

Day to day agent supervisor activities

• Resolve agent and customer/patient issues.

• Establish KPIs to track objectives and goals surrounding the inquiry experience.

• Participate in new hire interviews.

• Conduct performance reviews and team meetings

• Ensure that observation and coaching sessions are conducted regularly.

• Determine agent schedules meet contact center objectives.

• Ensure workforce requirements to meet service level and response time objectives.

• Coordinate with the broader operations teams to identify systemic improvement opportunities.

• Represent the team on special projects/initiatives.

• Own and manage associated Company Sponsored Programs (CSPs)

• Ensure agent activities are compliant, support any audits, and reporting of adverse events is accurate and on-time.

• Identify technology gaps and opportunities to evolve how agents can better assist customers/patients with their inquiries.

Establishing Effective Agent Training Programs

• Collaborate with our vendor (for vendor-based agents) to determine new-hire and ongoing training needs.

• Develop effective/innovative training courses and implement training programs.

• Determine the best methods of training delivery.

• Create training program evaluations and update/improve training accordingly.

• Partner with the broader operations team and identify gaps, calibration requirements, and required training resources.

Ensure that the Pfizer knowledge base is accurate and focused on solving important and relevant customer & patient issues.

• Collaborate across the enterprise with cross-functional stakeholders to ensure information needed to support patient/customer inquiries is available to our agents.

• Collaborating with the broader operations team; maintain and develop best-in-class knowledge base information and processes.

• Drive pro-active approaches to ensure we are predicting our customer/patient informational needs.

• Identify technological opportunities to make it easier for agents to find the right information efficiently and effectively at the right time.

REQUIRED QUALIFICATIONS

• Bachelor's degree required.

• 8+ years collective work experience

• 6+ years of work experience within pharmaceutical industry

• 3+ years in contact center supervisor and/or manager role

• 2+ years of admin experience with Salesforce (CRM) and Amazon Web Services (AWS)

• Proven record of accomplishment of delivering business performance and exceptional customer services or experiences.

• Experience and proven success in developing and delivering training programs.

• Understanding of pharmaceutical industry and our stakeholders.

• Excellent communication skills: able to respond with professionalism in verbal and written communications.

• Flexible and agile: able to solicit, receive and integrate feedback from diverse stakeholders.

• Vendor management experience within reporting and/or compliance areas

PREFERRED QUALIFICATIONS

• Proven ability of developing collaborative relationships with key multi-cultural stakeholders and working with virtual teams across multiple countries to help influence change and be able to manage through situational ambiguity, acting independently or in collaboration with other stakeholders as appropriate.

• Experience leading complex projects in a matrix environment, including management of multi-functional business processes, and delivery of high-impact business results.

• Comfortable developing slides and presenting directly to senior leaders.

• Familiarity with process mapping and driving new process improvements across technology and resources.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Requires supporting non-standard working hours (Supports both US and Global). Periodic travel up to 15% of time may be required to Pfizer and Vendor locations.

Other Job Details:

Last Day to Apply: June 14, 2024

Work Location Assignment:On Premise

The annual base salary for this position ranges from $117,300.00 to $195,500.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 17.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa, FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.

Mkt & Sales/Commercial Bus

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