Call Center Non-Clinical Support Manager/REMS (Remote)

VMS BioMarketing; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A healthcare marketing firm is seeking a Call Center Non-Clinical Support Manager to oversee a team of Non-Clinical Case Managers. You will ensure compliance with REMS protocols, monitor productivity, and foster a culture of accountability and continuous improvement. The ideal candidate will have leadership experience in a healthcare setting and strong communication skills. This role is remote with minimal travel required.

Qualifications

• 3 years' experience in pharmaceutical/healthcare patient support services setting.
• Leadership experience in a telephonic environment including patient/HCP assistance.
• Experience with being held accountable to metrics.

Responsibilities

• Lead and manage a team of Non-Clinical Case Managers.
• Monitor team productivity and quality standards.
• Analyze team metrics to drive improvements.

Skills

Leadership skills

Performance management

Advanced Technology skills

Strong communication skills

Adaptability

Education

Associate degree

Bachelor’s degree preferred

Tools

Salesforce

Genesys

Microsoft Word

Excel

PowerPoint

Job description

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Call Center Non-Clinical Support Manager/REMS (Remote)

The Virtual Non-Clinical Support Manager is responsible for leading and developing a team of Non-Clinical Case Managers who support healthcare providers in meeting REMS (Risk Evaluation and Mitigation Strategy) program requirements. This role ensures that high standards of quality, compliance, and customer service are met while fostering a culture of continuous improvement, collaboration, and accountability. The Manager will oversee day-to-day operations, coach staff performance, monitor KPIs, and partner cross-functionally to optimize program effectiveness and ensure regulatory adherence.

Essential Functions:

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

Team Leadership & Coaching

Manage a team of Non-Clinical Case Managers by providing ongoing coaching, feedback, performance management, and professional development

Lead by example in demonstrating critical thinking, professionalism, and a commitment to service excellence

Operational Oversight

Monitor team productivity and quality standards, ensuring compliance with REMS protocols, client expectations, and industry regulations

Ensure appropriate staffing and scheduling to meet service levels across all communication channels (phone, email, chat, text)

Training & Process Improvement

Identify training needs and implement programs to ensure consistent performance and knowledge across the team

Collaborate with cross-functional teams to improve workflows, systems, and standard operating procedures

Compliance & Quality Assurance

Ensure accurate and compliant documentation in systems (e.g., Salesforce, Genesys) and oversee the execution of all case management activities in line with regulatory and privacy requirements

Lead internal audits and participate in client audits as necessary

Reporting & Metrics Management

Analyze team metrics (e.g., call handling, case resolution, documentation accuracy) to identify trends and drive improvements

Prepare and present reports on team performance and program success to leadership and clients

Foster strong communication and collaboration within the team and with internal and external stakeholders

Serve as a point of escalation for complex HCP inquiries or operational challenges

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.

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:

Associate degree required, Bachelor’s degree preferred and 3 years' experience in pharmaceutical/healthcare patient support services setting

Leadership experience in a telephonic environment including patient/HCP assistance

Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment

Required License and/or credential(s):

NA

Required Skills:

Strong leadership and people management skills, including coaching and performance management

Advanced Technology and computer skills with a working knowledge of Salesforce, Genesys, Microsoft Word, Excel, and PowerPoint.

Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: Telephony Systems - Genesys, CRM - Salesforce, Microsoft Suite).

Ability to quickly learn and accurately retain knowledge in numerous data entry systems

Optimistic, upbeat, and enthusiastic in times of challenge and constant change.

Highly adaptable, flexible, and ability to prioritize multiple tasks

Ability to proactively identify potential issues, risks and implementation concerns

Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks

Proficient with keyboarding skills with a minimum typing speed of 40 WPM

Special Position Requirements:

Travel:

Minimal travel required >1%

Working Conditions:

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Technical Requirements for Work from Home

Designated workspace free from noise and other distractions

Dedicated Internet access with at least 100 mbps download speed and 20 mbps upload speed

Ability to set up MLS-provided computer equipment and connect it to the Internet via ethernet cable preferred

Physical Requirements:

Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.