Clinical Project Manager leading the planning and execution of Global Drug Development studies for Novartis in China. Collaborating with various teams to ensure compliance and timely delivery of studies.
About the role
- Manager handling Support Line clinical operations ensuring effective service delivery. Involves staffing, KPIs monitoring, and compliance within a healthcare context.
Responsibilities
- Ensure the Support Line is adequately resourced, staffed, and supported to meet demand and deliver a seamless service and to be heavily involved in capacity planning for changes in seasonal demand or in preparation for new customer contracts.
- Manage daily operations in conjunction with Operations Manager, making real-time decisions to maintain service continuity, performance and high clinical utilisation of the counsellors who are working in this function.
- Monitor and manage operational KPIs, with the support of the quality team, including call answer times, response rates, risk management outcomes, and client satisfaction levels.
- Analyse performance data to identify trends, challenges, and areas for service improvement.
- Implement action plans to address any performance gaps and ensure contractual commitments are met.
- Ensure compliance with safeguarding, confidentiality, and data protection requirements.
- Participate in the Out of Hours On-Call rota, providing clinical advice and escalation support in line with risk management and duty of care procedures.
Requirements
- Accredited with BACP, UKCP, BABCP or equivalent professional body.
- Significant post-qualification counselling/psychotherapy experience, including telephone-based support.
- Demonstrable experience in operational or clinical management within an EAP, helpline, or counselling environment.
- Proven track record of delivering services against KPIs and quality standards.
- Strong leadership skills
- Experience designing and delivering induction, training, and performance development programmes.
Benefits
- **What we offer**
- Ongoing training and support
- Opportunities for career progression
- Company Pension scheme
- Life Insurance
- Access to HealthHero healthcare services, including Private 24/7 GP service and Employee Assistance Programme
- 28 days holiday (inclusive of UK bank holidays)
- Pizza lunches and free snacks
- Free parking
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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