480 days ago on career012.successfactors.eu

Patient Services Manager eHealth

Merck Gruppe

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Patient Services Manager eHealth

Merck is a leading science and technology company in healthcare, life science and performance materials. Around 50,000 employees in 67 countries work to further develop technologies that improve and enhance life – from biopharmaceutical therapies to treat cancer or multiple sclerosis, cutting-edge systems for scientific research and production, to liquid crystals for smartphones and LCD televisions.


Your role:

Is to be the Patient Services Manager of next generation E-Health solutions that provide better health outcomes and improved quality of life for people living with chronic diseases to our healthcare provider clients. You will manage the establishment and operations of patient care services that meet the commercial, clinical, business process, and technical integration needs of healthcare providers.


The role is multi-disciplinary, ranging from “green-field” establishment of nurse-led call centers and other care services meeting the local needs and client specific requirements, through to managing performance of a global network of care services delivery partners.


In the build phase, your role will be to lead the design and establishment of nurse-led call centers and other care services in line with our global expansion. Working as part of a multi-disciplinary and enthusiastic team covering clinical, business, technical and commercial processes, your role is to put in place base care services in key markets and then tailor and expand these to the needs and processes of new healthcare provider customers as part of the sales process. The services includes clinical triage and care coordination as well as technical support of connected devices.


In the run phase you will provide governance and global performance management of a network of care services delivery partners, incl. call centers, ensuring that these meet the locally agreed contracts, and at the same time benefit from shared services and best-practice processes, to deliver a suite of services that are both effective and efficient and continues to delight our customers.


You will run multiple projects in parallel and will at the same time participate in other projects in the wider team, eHealth and Care Services operations, and other continuous improvements activities.


Who you are:

  • A person with a passionate desire to improve the lives of people living with a chronic disease.
  • Proven experience in establishing and running multiple end-user facing call centers and other customer services for a global audience.
  • Proven ability to managing a global network of third-party service providers.
  • Excellent project management skills – focus on results more than methodology. Able  to drive multiple projects of varying size and different stakeholders in parallel.
  • Experience with patient facing medical call center services, tele-health, medical field services, and medical web services would be an asset, in particular in a multi-national/regional context.
  • Proven ability to align the clinical, business, and technology aspects of care delivery
  • Autonomous, self-driven, hands on mentality and highly motivated. Gets things done in a complex, intercultural, and cross functional environment. Motivates others.
  • Fluent in English (business level writing, speaking). Other languages will be a plus




What we offer:Your possibilities to develop in our growing company are just as manifold as our product portfolio. We offer a modern and international working environment to unleash your innovative potential in diverse teams, and take responsibility for our employees, products, the environment and society.


Curious? Apply and find more information at come2merck.com