Project Manager - Medical Contact Centers

TransPerfect’s greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 90+ offices have its own individual identity, and each also has its own unique rewards.

This division provides medical communications services to the life sciences industry and healthcare organizations by providing medical information and content for a wide range of inquiries and audiences.

The role of Project Manager - Medical Contact Centers is to serve as an inspirational regional client implementation project manager and regional oversight for Medical Contact Centers. This individual offers medical/scientific subject matter expertise for international contact center rollouts, including for unsolicited medical inquiry compliance regulations, adverse event and product quality complaint intake/triage through regulated GxP process. In this client facing role, you are responsible for overseeing contact center operations, staffing, and KPI oversight at a regional level. This highly visible role will require leadership in project planning and operational excellence, alongside detailed medical and quality reviews from case documentation/reporting, ensuring compliance with global regulations, and managing client/corporate partner satisfaction. By utilizing your expertise in clinical safety and post-marketing pharmacovigilance activities, you play a crucial role in safeguarding the well-being of patients and maintaining the integrity of our services.

Responsibilities:

• Regional operational oversight of program implementations for specific clients, support governance and/or business review meetings
• Oversees and manages program documentation and ensures all documentation is reviewed and updated as per SOPs.
• Manages aspects of day-to-day operations and oversees reporting, trend analysis and staff scheduling.
• Ensure staff is onboarded to client and track completion of training requirements
• Serve as escalation point for contact center agents and tracks action items
• Oversees and manages program documentation and ensures all documentation is reviewed and updated as per SOPs.
• Responsible for monitoring, reconciliations, and reporting to support invoicing and manage any non-conformances
• Track quality of case documentation and inquiry handling (verbal and written), maintenance of QMS, ensuring staff comply with the agreed KPIs, Qis and CAPAs are raised and closed in a timely manner, by managing deviations, investigations, issues and implementation of CAPAs.
• Provides KPIs and analytics, key quality & compliance activities, metrics and ad hoc topics to ensure timely remediation and escalation.
• Ensures development and implementation of SOPs/Wis.
• Facilitate self-audits, internal audits, HA inspections and responsible for audit readiness of program.
• Contributes to educational and training materials/sessions to strengthened GxP knowledge and process understanding.
• Responsible for implementing business continuity plan, management and documentation of incidents / service interruptions.
• Provide and analyze process assurance, reconciliations, and quality reviews.
• Responsible for program analysis, reporting and strategic workflow management.
• Connect with subject matter experts for IT/BT, telephony infrastructure, and data privacy topics; includes management of supplier technical infrastructure including phone systems, IVR, voicemail etc.; management of supplier system access, coordination of access to internal and external systems of record
• Collaborate with internal and external stakeholders, conveying the strategic vision and ensuring its successful realization.
• Promote a forward-looking process improvement culture, integrating technology and innovation for enhanced efficiency and customer focus.
• Introduce necessary process, system, and resource changes following root cause analysis of identified issues.
• Optimize daily operations for maximal customer satisfaction and engagement.
• Serve as project director for designated projects and programs as required.
• Proactively manage resources within the allocated budget, aligning with internal guidelines and contractual obligations.
• Implement program specific quality assurance measures
• Monitor all processes and procedures related to managing the Client and ensure that communication between Client and TransPerfect are completed in a timely manner and in accordance with the Client’s signed SOW and/or WI relative to the specific client.
• Perform random quality review to monitor that MIs were handled according to this procedure.
• Responsible for reporting on KPI/SLAs as required by Client as well as month end reconciliation to support monthly invoicing.
• If applicable, support any necessary phone or email testing to ensure set up according to Client specifications.