Team Leader, COMPASS Aegerion Pharmaceuticals, Inc.
THIS JOB HAS EXPIRED Position Description
The COMPASS Team Leader provides leadership, coaching, and support to a regional team comprised of Customer Care Managers, Reimbursement Case Specialists and Patient Care Mangers. The Team Leader is responsible for ensuring that the team provides high levels of customer service and accurate and thorough information to Aegerion?s patients, physicians and internal customers.
The Team Leader will effectively communicate with the regional sales directors and sales teams and customers to ensure operational efficiency and effectiveness. The Team Leader is expected to promote and sustain Continuous Improvement, develop new hires and will ensure that appropriate records and documents are maintained in accordance with company policy and SOPs. This position will report to the Senior Director, Patient and Reimbursement Services.
The Team Leader is responsible for design and delivery of all patient journey related activities and ensures that adequate resources and training are provided in support of daily work assignments.
Ensure alignment with sales, national accounts teams and the Physician/Patients to resolve issues and improve service.
Act as an ?on the floor? resource for problem solving with customers or other departments as necessary.
Work with Patient Services/Advocacy leadership team to provide input on departmental policies and procedures.
Provide ?real time? feedback on performance. Conduct performance evaluations.
Work with training department and HR to coordinate orientation and training for new members of staff. Identify on-going training needs.
Facilitate interdepartmental flow of information/communication. Work with sales representatives and appropriate in-house staff to be pro-active in meeting customer needs. Identify non-conformities or other issues.
Provide written reports/data analysis as needed to Director and regional teams.
Contribute to or manage special projects, or perform additional responsibilities as assigned by Director.
Keep current on lomitapide reimbursement issues across US (i.e. State Pharmacy Assistance Programs, alternative funding, government programs, state-specific carriers, etc.)
Provide guidance to staff to answer and address calls from the Helpline; and to document all pertinent information on caller, question(s) asked, information given, etc.
Work with partner vendor to troubleshoot and resolve reimbursement, system, process and other issues.
The Team Leader will maintain a caseload as needed and as appropriate.
Dimensional Characteristics & Competencies
Passion for Patients
Ability to transform product benefits into patient outcomes, thereby articulating a focus on patients and the mission of the PCM
PCM must counsel each patient through prescription and successful treatment with Juxtapid
Focus on Results
Above all else, results have to be documented and demonstrated
Results oriented ? expects to exceed
Autonomous ? take charge and hold themselves and others (including customers) accountable
Ability to maneuver through unforeseen obstacles, never losing sight of the goal
Being able to maneuver through a maze of uncertainty
Problem solver ? able to solve problems with limited resources
Sense of Urgency
The ability to motivate/inspire customer to act with urgency
Sense of real urgency ? move business quickly
History of ground-breaking actions that have had impact.
Willingness to confront
Assertive and persuasive motivation and skill set
Empathetic and validating in communication
Ask the tough questions
Having emotional strength ? don?t get easily swayed
Possessing relentless perseverance, ?never take no for an answer? attitude ? resiliency & tenacity
This is a high-touch, patient centric environment with multiple moving parts.
Strong work ethic ? apply discretionary effort to get job accomplished
Someone that sees their role with demonstrated success in owning the end result by owning the process through end game.
Sense of closure
Sense of mission; the presentation or the prescription is not the mission, patient starting and staying on therapy is the mission
?Expect to win? attitude and can prove it
Qualifications and Experience
BS/BA degree with a minimum of 7 experience in relevant environment.
Prior management experience, and demonstrated ability to develop and implement departmental product(s) and procedures is required.
Must possess exceptional verbal and written communication skills, including the ability to communicate effectively on the telephone as well as in person.
Must be articulate with a professional and friendly manner and excellent interpersonal skills.
Attention to detail and computer skills required.
||Cambridge, MA |
THIS JOB HAS EXPIRED