Program Manager, Patient Services (Voice of Customer Analytics)

Job Description

This position reports M-F business hours at our Research Triangle Park, NC facility

About This Role

The Program Manager, Patient Services will be a pivotal role within the Quality Monitoring and Experience Optimization team, driving the advancement of our Customer Experience (CX) monitoring program using modern tools and technologies. This position will support Voice of the Customer (VoC) initiatives, service insights, and compliance oversight. You will be responsible for developing, maintaining, and executing Speech Analytics and survey programs to derive strategic insights for process and performance improvement. Additionally, this role involves managing post-call survey programs and collaborating with external vendors and internal stakeholders to maximize the value of VoC data.

What You’ll Do

• Develop and enhance Speech Analytics and survey tools; maintain text analytics taxonomy
• Support transactional and relationship studies through questionnaire development, quantitative, and qualitative analysis, using various tools and software
• Synthesize data and insights across various customer feedback mechanisms to create and deliver presentations to frontline employees, middle management, and executives
• Oversee post-call customer surveys and manage vendor relationships
• Capture key findings and recommend and/or drive process or performance improvements from inception to implementation with an emphasis on measuring impact
• Support and inform the strategic direction of the Quality Program, contributing to continuous improvement and industry best practices.
• Foster cross-functional relationships and serve as a Subject Matter Expert across the company to advocate on behalf of the customer
• Serve as IT Lead for Quality Technology programs (e.g., Verint, Five9)
• Coach and develop Quality Associates and Program Leads
• Other duties as assigned

Who You Are

You are passionate about using data to tell compelling stories and care deeply about the customer experience. You excel at influencing process and performance improvements and take pride in your accuracy and attention to detail.

Qualifications

Required Skills

• Bachelor’s degree with 3+ years relevant experience OR Master’s degree with 2+ years relevant experience
• Experience with Verint and/or other Speech Analytics Software
• Experience with Qualtrics and/or other survey software
• 2+ years VoC analytics experience
• Strong storytelling skillset and ability to influence with data-informed business insights and presentation skills

Preferred Skills

• Background in healthcare service organizations, preferably Patient Services

Additional Information

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.