customer operations & patient services manager, Dorval

randstad canada
job type
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job details

dorval, québec
contact centre and customer care
job type
reference number
randstad canada
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job description

Our top pharmaceutical client is hiring a Customer Operations & Patient Services Manager for a one year contract with long term potential.
The position is responsible for enhancing the customer experience by executing a customer centric approach to operations management by executing support programs to health care professionals (both at infusion centers and from referring institutions), to patients and caregivers to provide a white glove service in context of a treatment. The CGT Customer Operations & Patient Services Manager engages at the nexus between the manufacturing and supply functions and the patient/physician facing commercial and medical teams and is responsible for guaranteeing the timely and safe delivery of modified patient cells to patients.
•Executing the first in class unique HCP, Patient and caregiver Customer Services hub for Cell & Gene in Canada, to manage both commercial and clinical trials cases.
•Supports assigned hospital accounts across Canada in the order management process with coordination of the required logistics and delivering best-in-class customer services
•Independently drive resolution for customers by collaborating with cross functional teams and communicating with leadership as necessary
•The role works cross-functionally with the country teams, Apheresis operations, Supply Chain, Manufacturing sites, Quality Assurance, Legal, Regulatory, Marketing and Medical teams to ensure that the Customer Service Center/Patient Support Program delivers to the needs of our customers (both external and internal).
•Provide customer service support in handling inbound customer inquiries, including telephone, email, and fax
•Manage all Patient Services requests for their assigned accounts to ensure timely and accurate response/handling
•Conduct outbound follow-up telephone calls to ensure timely and accurate communication of information to our customers
•Implement processes to enable improved customer experience and to differentiate our client from competition.
•Proactively work on a customer satisfaction and collect feedback, insights, and identify opportunities for improvement
•Contribute to improve and develop innovative solutions to deliver enhanced customer experience and more efficient management
•Effectively identifies and processes Potential Adverse Events in accordance to training and processes
•Proactively manage coverage for their accounts as needed when unavailable and provide team coverage as necessary

Work remote
Join one of the largest global Pharma companies
up to $35/hr
Take on a fulfilling new opportunity

•English & French fluency required


•Minimum of 3 years in customer support (service) or patient facing experience is preferred
•Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs
•Strong track record of successful team collaboration and delivery of results
•Supply Chain / Logistics experience is a major plus


•Excellent communication skills (verbal, written) with natural ability to establish relationships and address customer issues. Ability to clearly articulate and easily convey a customer service sentiment
•High level of emotional intelligence to manage complex and difficult stakeholder situations
•Able to operate in ambiguity and easily adapt to change.
•Problem solving skills and new solutions mindset
•Collaborative mindset to manage local and regional cross-functional interactions, both internal and external.
•Able to think strategically to anticipate and plan for critical needs to support centers , taking strategic decisions while staying focused and articulated
•Proficient at uncovering customer based insights/needs and leveraging this knowledge to drive satisfaction and continued process improvements
•Ability to work well across a matrix organization with strong collaboration skills to internal and external stakeholders
•Advanced computer skills


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