- 06-Feb-2017 to 07-Apr-2017 (EST)
- US Operations
- Portsmouth, NH, USA
- Full Time
Comphrensive benefits plan
The Associate Director, Customer Care is responsible for an enthusiastic team of HCP Coordinators in a fast-growing customer call center serving healthcare professionals in the oncology therapeutic area. This position reports to the Senior Director, Customer Experience and is based in Portsmouth, NH.
Novocure is a commercial-stage oncology company pioneering a novel therapy for solid tumors called TTFields. TTFields is a low toxicity anti-mitotic treatment that uses low-intensity, intermediate frequency, alternating electric fields to exert physical forces on key molecules inside cancer cells, disrupting the basic machinery necessary for normal cell division, leading to cancer cell death. Novocure's U.S. operations are based in Portsmouth, New Hampshire, New York City and Malvern, Pennsylvania. The company also has offices in Germany, Switzerland and Japan, and a research center in Haifa, Israel. For more information about Novocure, please visit www.novocure.com or follow us at www.twitter.com/novocure.
Ensure that the healthcare provider office remains at the center of focus
Lead prescription intake process and team that collaborates with healthcare provider offices
Identify process improvements and opportunities to improve customer experience
Build and maintain positive relationships with new and existing accounts by providing excellent customer service
Develop strategy for growth while maintaining service quality
Manage daily department operations and oversee quality monitoring
Responsible for group operations, including resource planning and budget management
Establish, track, and deliver against key performance metrics
Liaise with IT team for ongoing management of CRM system
Develop and maintain standard operating procedures
Support growth and development of team
Facilitate company-wide visibility of team activity
Collaborate closely with Care Coordinators, field teams, Marketing, Health Policy team, and internal counterparts
Multi-level direct management experience
A minimum of 5 years' experience in a pharmaceutical or medical device call center
Knowledge of prescription process for pharmaceuticals or medical devices
Experience in the oncology therapeutic area preferred, but not required
Fluent with CRM systems
Excellent communication skills
Working knowledge of legal and regulatory environment, including knowledge of HIPAA Privacy and Security requirements and best practices
Fluent with Excel, Word, and Outlook
Performance Behavior Competencies:
The following list describes the performance behaviors necessary to meet the minimum requirements.
Attitude & Enthusiasm: Must have a positive, "can do" attitude.
Communication: Be able to communicate clearly and effectively.
Dependability/Perseverance: always willing to go the extra mile to complete projects on schedule.
Flexibility: Can accept change and is flexible toward change. Have the ability to redirect work and priorities to be in alignment with the strategic corporate goals. Counted on to achieve objectives and be flexible to take on other tasks when required.
Judgment: Be able to make sound judgments and escalate when in doubt.
Planning/Scheduling: Handle multiple projects and priorities in order to meet required deadlines. Ability to plan ahead and foresee company needs.
Professionalism: adhere to a high level of professionalism by demonstrating ethical behavior.
Teamwork: work with others in contributing to the overall success of the company.
Ability to lift up to 20 pounds
The employee is expected to work 5 days per week from the Portsmouth, NH facility
Ability to work remotely if needed or after normal work hours
Occasional domestic travel may be required.