• Clinical Supervisor

    Job Location(s) US-CA-San Diego | US-IN-Greenfield | US-MD-Gaithersburg
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  • Job Overview

    Clinical Supervisor


    A career at Covance provides our employees the unrivaled chance to create an immediate impact and difference in our patient’s lives. Joining Covance will offer a rewarding career, a chance to work in a high-energy & team oriented work place, and access to competitive benefits. With the support of exceptional people from across the globe and a vast array of career options, you’ll be empowered to own your career journey with mentoring, training and personalized development planning. As a Covance employee, your work will be meaningful, the patient outcomes are real, and the results are lasting.

    Our mission is to help our clients bring the miracles of medicine to market sooner -- join us for your next career move.


    Position Summary


    The Clinical Supervisor provides day-to-day supervision to clinical staff in the contact center including nurses, pharmacists, and clinical associates as well as non-clinical staff -- which may include program associates, specialists, representatives and assistants. You are also responsible for individuals’ performance, including but not limited to the areas of productivity, quality, customer service, schedule adherence, attendance and punctuality.

    In addition, monitoring the performance of his/her team and comparing performance against client service level agreements, evaluating any variances and making appropriate adjustments to improve performance while maintaining or enhancing staff morale. You will work with the contact center operations management and individual staff to ensure that all team members are knowledgeable and operationally.


    Essential Position Duties

    • Oversee clinical staff in the contact center. Serve as a supervisor, write performance reviews, and address personnel issues. Mentor staff to grow their customer service, clinical program expertise, quality orientation, and technical and interpersonal skills. Ensure that they attend the appropriate Covance, CMA, department, and client-specific training programs. Assist in recruiting and maintaining appropriate staffing levels.
    • Thoroughly understand program processes. Drive process improvement to ensure work is completed in a timely, efficient, high quality manner.
    • Monitor individual productivity to confirm individual performance measures are met. Assist in the development of programs to reward high performers. Develop plans to address performance issues.
    • Monitor calls and quality performance standards from a clinical, technical and customer service perspective. As needed, randomly observe and rate performance of staff. Provide feedback to employees regarding their performance, identify individual training and development needs, and conduct trainings with these individuals.
    • Participate in client meetings as appropriate. Lead the portion of client meetings that relate to contact center operations, program updates, and trends on clinical programs.
    • In conjunction with CMA trainers, identify department and team training needs. As necessary, develop and lead trainings including new hire, refresher, ongoing project and clinical program trainings.
    • Identify program trends, assist with client reporting, as necessary. Review and edit standard reports.
    • Occasional travel necessary as related to selling, developing, and launching client programs across more than one office, ranging from 20% of time.



    Experience and Education Requirements

    • Minimum of 4 years of health --care related work experience required. Experience handling contact center staff or supervising clinical staff strongly desired.
    • Bachelor’s degree in nursing (BSN) or be a registered nurse (RN), pharmacist or other health care professional.


    Additional Required Skills Include

    • Proven leadership ability.
    • Strong coaching and mentoring skills.
    • Excellent customer service orientation and dedication to quality customer interaction.
    • Strong communication skills (both written and oral).
    • Strong presentation skills, knowledge of business protocol, time management and interpersonal skills.
    • Ability to identify problems, take initiative, and be solution oriented.
    • Ability to “think on his/her feet” and suggest alternatives and solutions.
    • Excellent attention to detail and organized and thorough in work.
    • Ability to multi-task and handle multiple workloads.
    • Demonstrated analytical skills.
    • High comfort level using and coaching others in using CRM or other customer management software tools.
    • Use of good judgment in managing and escalating client or project issues.
    • Ability to work well under pressure.

    Covance is committed to diversity in the workplace and is an equal opportunity employer (Minority/Female/Individual with Disability/Veteran/Sexual Orientation/Gender Identity). Your confidentiality and privacy are important to us.


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