Network Clinical Manager
The Network Clinical Manager (NCM) is a field-based role responsible for providing leadership, coaching, and development to a clinical nurse educator team. The NCM will be responsible for ensuring superior execution by the team and meeting all team metrics. This position will lead and develop the team, emphasizing quality execution, time management, action planning, and alignment with field sales counterparts to create meaningful relationships with customers and their office staff. This individual is also responsible for working cross-functionally with internal Momentum and client team members to ensure all appropriate training, compliance, and developmental objectives are achieved. The Network Clinical Manager will report to the Director of Field Educator Networks.
Essential Functions
Leadership (Motivate, inspire, coach & develop your team)
- Foster the Momentum culture in a field-based team to inspire and motivate top performance
- Provide team leadership and management, including hiring, training, developing, and evaluating staff to enable them to be successful educators for customers and partners to the sales organization
- Provide effective coaching to enable the creation of value for customers and results for the business
- Identify and address team developmental needs in relation to business needs
- Coach Field Team Members with an emphasis on quality execution, time management, action planning, and alignment with sales counterparts to create meaningful relationships with customers and their office staff
- Identify and implement initiatives to reduce turnover and fill vacancies. Develop optimal retention programs and creative territory staffing solutions
Operational Management (Understand all aspects of program to analyze performance)
Conduct on-going evaluation and planning inclusive of short, mid, and long-term strategic goals and activitiesWork to become a subject matter expert for all systems and tools used by our manager and Clinical Educator TeamSet measurable objectives with the Clinical Educators that will enhance their performance visible in PowerBI (PBI)Departmental responsibilities include talent identification, interviewing, hiring, on-boarding, training, coaching, developing, managing, monitoring, and evaluating team membersResponsible for working with MLS leadership to develop quarterly ICP aligned with client metrics, objectives, and appropriately influences measurable outcomesEnsure all Clinical Educators are using the provided digital omnichannel patient support tools (provided computers, email, chat, text, inbound (MLS cell or queue) or outbound call systems (ex : Genesys or Cell)Drive efficiency improvements - Consistent, use of core processes and procedures across teams to drive scalability, predictability, and leverage clinical educators across networks to maximize productivity as applicableEnsure all team operations are conducted in a manner that is compliant with all MLS, client, and industry mandated rules and regulationsAccountable for auditing Clinical Educators (Virtually and In the Field) for compliance, process and data accuracyTimely and effective coaching to detect and respond to identified deviations during monitoring activityEnsure Virtual Audits are being completed randomly (per client requirements) via Genesys with reporting visibility in PowerBI and SalesforceFormulate and implement territory strategies based on broader MLS and brand strategiesAllocate and manage clinical educator staffing by territoryFacilitate effective and on-going data-based assessments of execution and territory performance while constantly seeking opportunities for improvementAchieve quality and safety requirements by auditing work performance and behaviors utilizing approved tools for patient and HCP engagements through field rides and call monitoring evaluations.Ensures all activities comply with MLS and client regulations and standards, including AEPQC reportingActively monitors and uses data from PBI dashboard for team member coaching and performance evaluationsClient Solutions and Client Collaboration (Various stakeholders)
Create effective working partnerships with sales management, brand team, and other client partner through the alignment of strategic goals and action planningCollaborate and serve as a liaison with MLS Client Solutions team and cross-functional internal partnersDemonstrate and communicate the value and performance of clinical educator team consistently to MLS management and client teamCreate effective partnerships within the field management team to aid in performance management and growth in the roleActively participates in client training, team meetings and sharing market insights and intelligence with project leadershipCreate, demonstrate, and communicate the value of the clinical educator team consistently and effectively to MLS management and client teamsPerformance Expectations by Program (Expert in client specific journey, KPI's, and business rules)
Lead and manage all teams to achieve client & internal SLAs / KPIsEnsure quality monitoring volume and standards are metParticipate in creating and managing quarterly ICP goals. All goals need to be measurable and trackable via PowerBIOther duties :
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Required Education and / or Experience :
Bachelor's degree with a minimum of 5 years of pharmaceutical / health care field management experience or equivalent work experiencePreferred Education and / or Experience :
Past Clinical Educator management preferredRequired License and / or credential(s) :
Current, unrestricted nursing license (RN or NP)Must maintain a valid driver's licenseRequired Skills :
Strong clinical skills and experience with pharmaceutical business acumen and payer landscape knowledgeLeader that is passionate about empowering people, forward leaning, and the willingness to be involved and participate in the activities of the fieldDemonstrated skill in communication, strategic analysis, leadership, team building, coaching- developing the entrepreneurial spirit of the teamProven adaptability to changing market and business demands and product relevance in a fast-paced environmentAbility to communicate, recruit, retain, motivate, and develop team members as long-term strategic partners encouraging the celebrations of life and workIntermediate knowledge of Microsoft Office productsSpecial Position Requirements :
Travel :
Extensive travel required (up to 50%)Must provide own reliable transportationWorking Conditions :
Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
Physical Requirements :
Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.Must be able to lift and move 20 lbs.