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US Medical Contact Center Oversight and Strategy Lead

Apollo Professional Solutions

South San Francisco, CA

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JOB DETAILS
SKILLS
Analysis Skills, Artificial Intelligence (AI), Automation, Biology, Biotech and Pharmaceutical, Business Administration, Business Performance Management, Call Center Evaluation, Call Center Management, Call Centers, Channel Strategies, Clinical Support, Clinical Trial, Continuous Improvement, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Data Analysis, GCP (Good Clinical Practices), Healthcare, Healthcare Management, Leadership, Maintain Compliance, Medical Office Administration, Medical Protocols, Medical Records, Multitasking, Performance Analysis, Performance Management, Problem Solving Skills, Regulatory Compliance, Regulatory Requirements, Standards of Care, Systems Analysis, Team Player, Telemedicine, Vendor/Supplier Evaluation, Vendor/Supplier Management
LOCATION
South San Francisco, CA
POSTED
10 days ago

Join Our Team as the US Medical Contact Center Oversight and Strategy Lead

Are you a strategic leader with a passion for healthcare excellence? We are seeking an innovative and dynamic professional to spearhead the transformation of our US Medical Contact Center. This pivotal role combines operational oversight, performance management, and strategic evolution to ensure our customer interface delivers world-class medical information and support. If you thrive in a fast-paced, matrixed environment and want to shape the future of healthcare communication, this is your opportunity to make a significant impact.

What You Will Need to Succeed
  • Proven expertise in managing medical contact centers within the pharmaceutical or healthcare industry, demonstrating success in performance improvement and compliance oversight
  • Strong strategic thinking and problem-solving skills, with the ability to navigate ambiguity and drive innovative solutions
  • Exceptional relationship-building abilities to collaborate effectively with internal leadership and external partners
  • Experience leading digital transformation initiatives, including AI, automation, and multi-channel communication strategies
  • Hands-on familiarity with digital CRM systems and analytics tools
  • Knowledge of regulatory requirements such as GCP, GVP, and other compliance standards in medical operations

Nice to Have Skills
  • Experience with vendor management and performance governance in healthcare settings
  • Knowledge of innovative healthcare solutions like Uber Health or clinical trial support services
  • Advanced data analytics skills for performance monitoring and continual improvement
  • Previous involvement in digital health or telemedicine projects

Preferred Education and Experience
  • A Bachelor’s degree in business management, life sciences, or a related field is strongly preferred
  • Graduate degrees such as an MBA or healthcare management certification are a plus
  • Extensive experience in medical contact center oversight, ideally within pharmaceutical or healthcare organizations, with a successful track record of leading complex projects and teams

Other Requirements
  • This role offers a hybrid work model: three days onsite in South San Francisco, with flexibility for remote work for the right candidate
  • Willingness to participate in a two-round interview process, including virtual sessions
  • A proactive, agile mindset and the ability to manage multiple priorities in a dynamic environment

Bring your expertise and leadership to a transformative opportunity where innovation meets impact. Take the next step in your career and join us in shaping the future of medical communications—apply now and help us deliver exceptional healthcare experiences.

About the Company

A

Apollo Professional Solutions

Apollo Professional Solutions was founded by Gayle A. Williams in 1983 as a technical staffing firm supporting New England aerospace companies. Today, Apollo has grown into a $40 million year company, with 5 regional offices nationwide that offers diversified support to industries that include: defense, military, aeronautical, civil, food & beverage, healthcare, marine, pharmaceutical and scientific industries, as well as local government. We are an equal opportunity employers, that is also certified as a Women’s Business Enterprise by WBENC as well as the State of Massachusetts (SOWMBA Office.)
COMPANY SIZE
100 to 499 employees
INDUSTRY
Other/Not Classified
FOUNDED
1983
WEBSITE
http://apollopros.com/

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