Director, Virtual Clinical Operations (Patient Engagement)

The Director of Virtual Clinical Operations is a mission-critical leadership role responsible for overseeing the performance and effectiveness of Virtual Clinical Managers and Clinical/Non-Clinical Educators. This role is pivotal in ensuring the consistent delivery of high-quality virtual clinical education and support programs across the organization.?

As both a strategic and operational leader, the Director drives excellence in virtual clinical education by ensuring all team members are equipped with the knowledge, skills, and competencies required to deliver impactful patient care support. This role serves as a key force in cultivating a high-performing, outcomes-driven virtual clinical team.?

The Director will work cross-functionally with internal stakeholders–including Client Solutions, Data & Analytics, Training, Compliance, and the broader leadership team–to ensure virtual operations align with organizational goals, meet evolving client needs, and comply with regulatory standards.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership

• Support and inspire the management and educator team members to achieve top performance with an emphasis on quality execution, time management, compliance
• Be a champion of change by driving organizational transformation, spearheading people, driving technology, innovation, and adoption. Fostering team adaptability, and leading virtual team members to embrace and implement change strategies that drive success
• The role involves offering virtual network consultation and providing support to cross-functional teams while carrying out launch and enhancement activities
• Be a cultural and diversity champion by ensuring management and educator teams maintain high emotional intelligence working with a diverse patient population
• Consult with the Recruitment and HR departments to identify and implement initiatives to reduce turnover, fill vacancies, and create creative staffing solutions. Review team proposals and provide ongoing consultation on resource allocation, operational feasibility, program model for staffing, and outcomes agreement for the purpose of maximizing the potential for success
• Lead and drive communication to operational counterparts for all key internal and external stakeholders
• Responsible for designing and managing the virtual team members bonus program which is aligned with client objectives to incentivize appropriate behaviors
• Additional departmental responsibilities include training, coaching, developing, managing, assessing, and evaluating staff

Operational Management

• Drive efficiency improvements – maintaining a consistent, disciplined use of core processes and procedures across teams to drive scalability and predictability
• Collaborate with Workforce Management and Finance to develop and maintain a plan that ensures adequate support coverage (capacity, and technical capability) and meets anticipated future demand based on customer utilization trends, client and patient growth, service utilization, etc.
• Working in a multi director department you will be expected to collaboration with other leaders within the department and working to maintain consistency across the department
• Set measurable objectives with the Managers for the clinical educators that will enhance their performance visible in PowerBI, (PBI)?
• Achieve quality and safety requirements by auditing work (phone calls, work tasks, email, etc.) via Genesys and Salesforce to ensure all activities are conducted in a manner that complies with company, client, and industry-mandated rules and regulations, including AEPQC reporting
• Provides financial oversight and management to the project’s adherence to the SOW pass-through budget
• Effectively manage client and internal performance goals through dashboards via PowerBI
• Obtain and provide information regarding market intelligence by utilizing a variety of channels (meetings, conferences, client business updates, personal network) to gather and disseminate information related to market intelligence and penetration, ensuring that a comprehensive and up-to-date understanding of our industry and target audience is understood

Client Solutions & Client Collaboration

• Build strong relationships while serving as the primary POC with the Client’s Virtual Leadership Team
• Understand the client’s product and marketing strategy and operationalize that strategy within the virtual team
• Create effective working partnerships and collaborate with Client Solutions within the swim lanes agreement to align strategy and objectives
• Create, demonstrate, and communicate the value of the clinical educator team consistently and effectively to management and the client teams; reporting on client and staffing specific needs through the resource model

Performance Expectations

• Lead and manage all teams to exceed Client & Internal SLAs/KPIs
• Ensure quality monitoring volume and standards are met
• Create and manage quarterly ICP goals. Understand that all goals need to be measurable and trackable via PowerBI
• Maintain deep knowledge of assigned clients and programs, with the ability to identify risks and gaps, and proactively contribute to improvements

Other duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Education and/or Experience:

• Bachelor’s degree required
• 5+ years of Director level experience in a virtual/call center environment and 3+ years in virtual pharmaceutical experience
• Experience with new launch both inbound and outbound virtual teams

Preferred Education and/or Experience:

• Master’s Degree preferred
• Required License and/or credential(s):
• Current, unrestricted nursing license (RN or NP)

Required Skills:

• Strong clinical skills and experience with medication compliance, specialty pharmacy knowledge, understanding of the insurance approval process; must bring robust pharmaceutical business acumen
• Foster a strong culture of ethics and compliance by ensuring adherence to all applicable regulations, company policies, and industry standards in daily operations and decision-making
• Ability to communicate, motivate and inspire effectively in both small and large group presentations
• Results-driven and proven self-motivated, accountable business owner mentality
• A leader that is willing to participate in all virtual management activities and is a knowledgeable resource on creating virtual efficiencies, virtual needs, and current industry standards as it relates to virtual operations
• Demonstrable evidence of coaching and developing management-level teams and individuals
• Deep business understanding: strong command over analytics, specifically how to leverage data to drive operational improvements
• Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. Proven ability to lead and manage the leadership teams to be at the same level (Ex: Telephony Systems, CRM tools such as Salesforce and Microsoft Suite)
• Established track record in overseeing successful operational transformation among multiple network groups, with a distinct focus on fostering a culture of adaptability in the implementation of change management strategies
• Experience preferred in the role of the virtual nurse providing patient and HCP support services. Proficient in strategies for providing compliant patient and HCP education and is adept in creating territory navigation strategies consistent with virtual capacities
• Ability to work in a fast-paced, client services environment; bias for action; quick-learner

Special Position Requirements:

Travel:

Up to 25% Travel