Most Loved Workplace® Certified JobDirector, Virtual Clinical Operations
Most Loved Workplace® Certified JobAbout the Role
At Momentum Life Sciences, a Most Loved Workplace® certified employer in the Pharmaceuticals/Biotechnology space, Empowering patients through human connection and advanced technology.
<div class="content-intro"><p></p>
<p><strong>Momentum Life Sciences helps the healthcare industry connect, motivate, and empower people to engage in their health.</strong></p>
<p>By combining the power of real, personal connections and the convenience of technology, Momentum delivers solutions that drive better health and business outcomes.</p>
<p><strong>Who We Are:</strong>&nbsp;Momentum is a leading provider of patient and healthcare professional engagement solutions with more than 30 years of experience in the healthcare industry.</p>
<p><strong>What We Do:&nbsp;</strong>We partner with life science companies to design, build and deliver effective and efficient patient support programs helping patients achieve a better start and longer stay on therapy.</p>
<p><strong>How We Do It:</strong>&nbsp;Our patient engagement and Clinical Nurse Educator platform delivers personalized, evidence-based human and digital interventions.</p>
<p></p></div><p><strong>About the Position:&nbsp;</strong></p>
<p>The Director of Virtual Clinical Operations is a mission-critical leadership role responsible for overseeing the performance and effectiveness of Momentum’s 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. &nbsp;</p>
<p>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. &nbsp;</p>
<p>The Director will work cross-functionally with internal stakeholders—including Client Solutions, Data &amp; Analytics, Training, Compliance, and the broader Momentum leadership team—to ensure virtual operations align with organizational goals, meet evolving client needs, and comply with regulatory standards.&nbsp;</p>
<p><strong>Essential Functions:&nbsp;</strong></p>
<p>Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.&nbsp;</p>
<p><strong>Leadership </strong>&nbsp;</p>
<ul>
<li>Support and inspire the management and educator team members to achieve top performance with an emphasis on quality execution, time management, compliance&nbsp;</li>
<li>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&nbsp;</li>
<li>The role involves offering virtual network consultation and providing support to cross-functional teams while carrying out launch and enhancement activities&nbsp;</li>
<li>Be a cultural and diversity champion by ensuring management and educator teams maintain high emotional intelligence working with a diverse patient population&nbsp;</li>
<li>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&nbsp;</li>
<li>Lead and drive communication to Momentum operational counterparts for all key internal and external stakeholders&nbsp;</li>
<li>Responsible for designing and managing the virtual team members bonus program which is aligned with client objectives to incentivize appropriate behaviors&nbsp;</li>
<li>Additional departmental responsibilities include training, coaching, developing, managing, assessing, and evaluating staff &nbsp;</li>
</ul>
<p><strong>Operational Management &nbsp;</strong></p>
<ul>
<li>Drive efficiency improvements – maintaining a consistent, disciplined use of core processes and procedures across teams to drive scalability and predictability &nbsp;</li>
<li>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.&nbsp;</li>
<li>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&nbsp;</li>
<li>Set measurable objectives with the Managers for the clinical educators that will enhance their performance visible in PowerBI, (PBI) &nbsp;</li>
<li>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 Momentum, client, and industry-mandated rules and regulations, including AEPQC reporting&nbsp;</li>
<li>Provides financial oversight and management to the project's adherence to the SOW pass-through budget &nbsp;</li>
<li>Effectively manage client and internal performance goals through dashboards via PowerBI &nbsp;</li>
<li>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&nbsp;</li>
</ul>
<p><strong>Client Solutions &amp; Client Collaboration &nbsp;</strong></p>
<ul>
<li>Build strong relationships while serving as the primary POC with the Client’s Virtual Leadership Team&nbsp;</li>
<li>Understand the client’s product and marketing strategy and operationalize that strategy within the Momentum virtual team&nbsp;</li>
<li>Create effective working partnerships and collaborate with Client Solutions within the swim lanes agreement to align strategy and objectives&nbsp;</li>
<li>Create, demonstrate, and communicate the value of the clinical educator team consistently and effectively to Momentum management and the client teams; reporting on client and staffing specific needs through the resource model&nbsp;</li>
</ul>
<p><strong>Performance Expectations &nbsp;</strong></p>
<ul>
<li>Lead and manage all teams to exceed Client &amp; Internal SLAs/KPIs&nbsp;</li>
<li>Ensure quality monitoring volume and standards are met&nbsp;</li>
<li>Create and manage quarterly ICP goals. Understand that all goals need to be measurable and trackable via PowerBI&nbsp;</li>
<li>Maintain deep knowledge of assigned clients and programs, with the ability to identify risks and gaps, and proactively contribute to improvements&nbsp;</li>
</ul>
<p>Other duties:&nbsp;</p>
<p>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.&nbsp;</p>
<p><strong>Required Education and/or Experience:&nbsp;</strong></p>
<ul>
<li>Bachelor’s degree required&nbsp;</li>
<li>5+ years of Director level experience in a virtual/call center environment and 3+ years in virtual pharmaceutical experience&nbsp;</li>
<li>Experience with new launch both inbound and outbound virtual teams&nbsp;</li>
</ul>
<p><strong>Preferred Education and/or Experience:&nbsp;</strong></p>
<ul>
<li>Master’s Degree preferred&nbsp;</li>
<li>Required License and/or credential(s):&nbsp;</li>
<li>Current, unrestricted nursing license (RN or NP) &nbsp;</li>
</ul>
<p><strong>Required Skills:&nbsp;</strong></p>
<ul>
<li>Strong clinical skills and experience with medication compliance, specialty pharmacy knowledge, understanding of the insurance approval process; must bring robust pharmaceutical business acumen &nbsp;</li>
<li>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&nbsp;</li>
<li>Ability to communicate, motivate and inspire effectively in both small and large group presentations &nbsp;</li>
<li>Results-driven and proven self-motivated, accountable business owner mentality &nbsp;&nbsp;</li>
<li>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&nbsp;</li>
<li>Demonstrable evidence of coaching and developing management-level teams and individuals &nbsp;</li>
<li>Deep business understanding: strong command over analytics, specifically how to leverage data to drive operational improvements &nbsp;</li>
<li>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)&nbsp;</li>
<li>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&nbsp;</li>
<li>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&nbsp;</li>
<li>Ability to work in a fast-paced, client services environment; bias for action; quick-learner&nbsp;</li>
</ul>
<p><strong>Special Position Requirements:</strong></p>
<p>Travel:&nbsp;</p>
<p>Up to 25% Travel&nbsp;</p>
<p>Working Conditions:&nbsp;</p>
<p>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.&nbsp;</p>
<p>Physical Requirements:&nbsp;</p>
<p>Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.&nbsp;</p>
<p>&nbsp;</p>
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View Original PostingWhy This Is a Most Loved Workplace® Certified Job
Systemic Collaboration
Momentum Life Sciences embraces and continuously shares the purpose and mission of the work we do through enabling our nurses to share the direct impact that our services have on patients and their families who are facing chronic, terminal, or complex diseases. Additionally, our executive leaders share and reinforce our strategic vision and critical success factors at monthly town hall meetings to fosters a sense of direction and purpose. This alignment with Momentum Life Sciences’s vision hopefully continues to boost morale, encourage collaboration, and instill confidence in Momentum Life Sciences’s growth and success. By being informed and included in the strategic plans, employees can be motivated to contribute actively and innovate, knowing their efforts align with broader organizational objectives.
Positive Vision for the Future
The Momentum values foster a shared sense of purpose and guiding principles which allows employees to see their personal values reflected in Momentum Life Sciences’s mission, culture, and practices, providing the ability to feel a deeper connection and commitment to their work. This alignment enhances job satisfaction, encourages ethical behavior, and promotes a collaborative environment. By championing values such as empowerment, innovation, entrepreneurial spirit and respect through strategic partnerships, Momentum Life Sciences cultivates a positive workplace where employees are motivated to contribute meaningfully and achieve collective goals.
Alignment of Values
Demonstrating integrity, transparency, and commitment in all actions and decisions. Our CEO, Andrea Heslin-Smiley, leads by example, with a dedication to excellence, always evaluating how we can be better by learning from what we do right as well as learning from the mistakes we may make along the way. She has respect for diversity, focusing company efforts on educating ourselves to have better understanding and celebrate our differences. She communicates openly to the organization through monthly town hall meetings, attending live team meetings, and welcoming our employees into her home. Andrea supports employee development, ensuring that even in our small company we can build standards and opportunities for employee growth. With all these efforts, and her connection to Momentum Life Sciences’s mission and values, Andrea Heslin-Smiley inspires trust and motivates employees to uphold the same standards.
Respect
Fostering an inclusive culture, encouraging open communication, and implementing regular feedback opportunities, such as HR connection meetings or utilizing surveys on hot topics such as our benefits offerings. Annually, we conduct an in-depth anonymous survey, HR and leadership thoroughly evaluate the feedback and we’ve been able to drive change in processes, initiate new practices, and focus efforts on what our employees value most.
Killer Outcomes
Utilizing various means such as team meetings, brainstorming sessions, and committee discussion through our shared digital platforms. They communicate ideas, share expertise, and coordinate efforts to achieve common goals. At Momentum, our employees frequently collaborate across departments, utilizing diverse perspectives and skills to tackle complex projects. To achieve successful collaboration, we have built a culture of trust, creativity, and accountability, where individuals feel empowered to contribute meaningfully to the organization’s objectives while fostering a sense of camaraderie and mutual support among team members.
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