Program Manager Patient Services Voice of Customer Analytics
Program Manager Patient Services Voice of Customer Analytics
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This position reports MF business hours at our Research Triangle Park NC facility
About This Role
The Program Manager Patient Services will be a pivotal role within the Quality Monitoring and Experience Optimization team driving the advancement of our Customer Experience (CX) monitoring program using modern tools and technologies. This position will support Voice of the Customer (VoC) initiatives service insights and compliance oversight. You will be responsible for developing maintaining and executing Speech Analytics and survey programs to derive strategic insights for process and performance improvement. Additionally this role involves managing postcall survey programs and collaborating with external vendors and internal stakeholders to maximize the value of VoC data.
What Youll Do
- Develop and enhance Speech Analytics and survey tools; maintain text analytics taxonomy
- Support transactional and relationship studies through questionnaire development quantitative and qualitative analysis using various tools and software
- Synthesize data and insights across various customer feedback mechanisms to create and deliver presentations to frontline employees middle management and executives
- Oversee postcall customer surveys and manage vendor relationships
- Capture key findings and recommend and/or drive process or performance improvements from inception to implementation with an emphasis on measuring impact
- Support and inform the strategic direction of the Quality Program contributing to continuous improvement and industry best practices.
- Foster crossfunctional relationships and serve as a Subject Matter Expert across the company to advocate on behalf of the customer
- Serve as IT Lead for Quality Technology programs (e.g. Verint Five9)
- Coach and develop Quality Associates and Program Leads
- Other duties as assigned
Who You Are
You are passionate about using data to tell compelling stories and care deeply about the customer experience. You excel at influencing process and performance improvements and take pride in your accuracy and attention to detail.
Qualifications :
Required Skills
- Bachelors degree with 3 years relevant experience OR Masters degree with 2 years relevant experience
- Experience with Verint and/or other Speech Analytics Software
- Experience with Qualtrics and/or other survey software
- 2 years VoC analytics experience
- Strong storytelling skillset and ability to influence with datainformed business insights and presentation skills
Preferred Skills
- Background in healthcare service organizations preferably Patient Services
Additional Information :
Why Biogen
We are a global team with a commitment to excellence and a pioneering spirit. As a midsized biotechnology company we provide the stability and resources of a wellestablished business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning growth and expanding their skills. Above all we work together to deliver lifechanging medicines with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.
At Biogen we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds cultures and perspectives make us a stronger and more innovative company and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.
All qualified applicants will receive consideration for employment without regard to sex gender identity or expression sexual orientation marital status race color national origin ancestry ethnicity religion age veteran status disability genetic information or any other basis protected by federal state or local law. Biogen is an EVerify Employer in the United States.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
