The Nurse Manager will have primary responsibility/accountability for the oversight of a telephonic Certified Diabetes Care and Education Specialist (CDCES) team consisting of clinical educators ensuring the team has the appropriate resources and operational support. The Manager will utilize clinical expertise and leadership skills to manage the team and collaborate with internal cross- functional partners and teams, the team lead when applicable, the program director, and the client team to facilitate successful program operation. The Manager will provide vacancy support if needed for the CDCES team, which would involve telephonic interactions with patients.

This role will oversee CDCES’s interacting with patients diagnosed with diabetes and the associated treatment. The Manager will be well versed in the Diabetes and the treatment being supported.

Job Duties:

The Nurse Manager will have a strong understanding of contact center operations supporting the CDCES team to manage their workload, maintain program metrics, and achieve high customer satisfaction. The Manager will have experience working within multiple virtual platforms including Customer Relationship Management (CRM) systems, telephonic systems, chat platforms, and other web applications. The Manager will have knowledge and experience with data analysis related to contact centers, contact center resource management, call quality and compliance, and adverse event and product complaint reporting.  The Manager will have experience within the pharmaceutical industry and will operate within the compliance guardrails outlined within the role. The interactions with the customers are strictly educational based, therefore the educators and/or Manager will not provide medical advice or work clinically within the role.

Job Responsibilities:

Use leadership skills to effectively manage a telephonic teamProvide program start up and ongoing operational oversight and direction including contact center analysis and resource managementSupport the development and monitoring of program goals, key performance indicators, and metrics analyzing data to identify performance gaps and promote continued program improvementDevelop regular reporting provided to the program director highlighting individual and team performanceProvide regular and timely coaching to the CDCES team through one on ones, team interactions, and performance managementEncourage professional development of the CDCES team through training, coaching, quality monitoring, and mentoringSupport the recruitment, hiring, and training of new nurse navigatorsPerform interaction monitoring for quality assurance and complianceComplete managerial administrative duties including timekeeping, attendance, expense reporting, and annual reviewsHandle interaction escalations when appropriateAct as the subject matter expert for the program supportedWork closely with the program director on team dynamics, day to day challenges, program enhancements, and process improvementPerform all duties of the Nurse Navigator as neededDemonstrate flexibility, adaptability, and the ability to prioritize tasksAny additional duties as assigned by program director

Education/Qualifications Minimum Required:

Bachelor degree requiredCurrent Healthcare Professional LicenseCurrent CDCES Certification3+ years of clinical Diabetes experience3+ years of clinical educator experience and contact center experience within the healthcare/pharmaceutical industry including supervising/managing a team requiredExperienced in motivational interviewing and coachingAbility to work within established guardrails in support of the nurse navigator teamEffective presentations skills using a virtual platform with the ability to motivate othersLeadership skills including strong communication, self-motivation, team building, emotional intelligence, and goal settingWillingness to perform the most complex tasks and manage work utilizing critical thinking, problem solving, and superior time managementHigh level of competency and comfort with technology including:Ability to work independently and trouble shoot issues within a home remote work environmentFully competent in MS Office (Word, Excel, PowerPoint)Customer Relationship Management (CRM) experience requiredVirtual technology platforms experience requiredTelephonic platforms experience requiredFlexibility to work eveningsCandidate must have a validated home office environment in which to work

Highly Desirable/Strongly Preferred:

Previous experience working remotelyBi-lingual Spanish speaking preferred

#LI-CES

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status.https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role is $115,000-$130,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.