HCP Engagements QA and Training Lead - Managed Services -Health PLS

PricewaterhouseCoopers•Atlanta, NE

2d•Onsite

About The Position

This role is for a Manager level position within Managed Services, specializing in Healthcare Professional (HCP) engagements. The position requires extensive knowledge and a proven track record in optimizing client engagement processes, developing and governing team playbooks, SOPs, and process documentation. A key aspect of the role involves designing and delivering comprehensive training programs for both new and existing team members, ensuring they stay current with process changes, client requirements, and industry updates. The role also encompasses designing and executing quality monitoring frameworks to evaluate the managed services team's delivery accuracy, compliance, and timeliness. This includes conducting quality reviews, tracking performance metrics, identifying root causes of errors, and implementing corrective actions. The position plays a crucial role in process improvement and optimization, serving as a subject matter expert in continuous improvement initiatives and contributing to best practices. Additionally, the role involves supporting the design and implementation of new client processes, managing deliverables, and communicating with senior leadership and client stakeholders. Experience in life sciences, pharmaceutical devices, or healthcare settings working with HCPs, HCOs, or patients is essential. The role also focuses on identifying opportunities for efficiency, automation, and standardization, streamlining processes with the client-dedicated operations team, and delivering exceptional customer service in a fast-paced environment that emphasizes quality and accuracy.

Requirements

Bachelor's Degree
5 year(s) of experience
Extensive knowledge and/or a proven record of success in optimizing client engagement processes, developing and governing team playbooks, SOPs, and process documentation.
Experience in designing and delivering training curricula for new hires and ongoing development.
Experience in designing and executing quality monitoring frameworks.
Experience in leading process improvement and optimization.
Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients.
Ability to work in a fast-paced environment, with a strong emphasis on quality and accuracy.
Strong English language reading comprehension and writing skills.

Nice To Haves

Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients
Identifying opportunities for efficiency, automation, and standardization within the managed services delivery model.
Working closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance.
Communicating with senior leadership and senior client stakeholders.
Delivering “white glove” customer service.

Responsibilities

Quickly and agilely learn client HCP and HCO engagement processes and ways of working, analyzing for opportunities to optimize, develop, update, and govern team playbooks, SOPs, and process documentation to ensure operational consistency and compliance.
Develop and maintain training plans for both new and existing team members.
Designing and delivering training curricula for new hires and ongoing development for existing team members.
Keeping training materials current with process changes, client requirements, and industry/regulatory updates.
Managing and delivering structured onboarding programs for new hires to ensure smooth integration and readiness.
Providing coaching and skills development opportunities to build functional expertise across the team.
Partnering with leadership to identify training gaps and address them proactively.
Designing and executing quality monitoring frameworks to evaluate managed services team delivery accuracy, compliance, and timeliness of deliverables.
Conducting regular quality reviews of outputs (e.g., tiering assessments, contracting, payment processing).
Tracking and reporting quality performance metrics; identify root causes of recurring errors and define corrective actions.
Partnering with leadership to implement corrective training and process refinements.
Leading process improvement and optimization.
Serving as a key SME in continuous improvement initiatives, contributing to best practices across global operations.
Mentoring junior team members.
Supporting the process design and implementation of new client or new markets ensuring a high-level of customer engagement, quality, timeliness, and service-readiness across all regions.
Managing deliverables on or ahead of deadlines and reporting any issues/risks beforehand.
Identifying opportunities for efficiency, automation, and standardization within the managed services delivery model.
Working closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance.
Communicating with senior leadership and senior client stakeholders.
Delivering “white glove” customer service.
Leading teams of individuals with a positive attitude.
Monitoring and managing other responsibilities not necessarily listed but logically inherent to the role.