Inside Sales Manager - HCP Operations - Healthcare

  • Dexcom
  • Camberley, Surrey
  • Dec 19, 2022
Full time Sales & Marketing

Job Description

About Dexcom:

Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes.

The Dexcom Continuous Glucose Monitoring (CGM) systems are aimed at people with type 1 or type 2 diabetes who need to monitor their blood sugar levels. Our Dexcom CGM system consists of a sensor, inserted under the skin to measure the level of glucose in the interstitial fluid (fluid in the tissue), eliminating the need for fingersticks. Our Dexcom CGM Systems have customisable alerts to warn users of dangerous glucose levels, even while they are asleep.

Role Summary:

We are looking for an experienced and driven Customer Operations Supervisor to oversee our busy HCP support team and drive efficiencies through process evaluation and improvement. It is an opportunity to be part of a dynamic and high performing team that works closely with the NHS and other key healthcare providers. As a central point of contact, the HCP Support Team administer the accounts of patients who rely on Dexcom's life changing products and help to build strong relationships with key stakeholders such as specialist diabetes nurses, clinical procurement teams and patients themselves. The role requires experience of managing a large team, the ability to monitor and analyse operational output and performance, and make recommendations to drive efficiency and scalability.

The HCP Operations Supervisor will collaborate with various departments in the business so it's essential that they have excellent communication skills and understand the importance of collaboration and clear communication. They should also be able to coach and motivate the HCP Support Team to achieve challenging targets.

The Supervisor will be based in Camberley, Surrey and will support the Senior Manager of Inside Sales.

Functional Description

The incumbent manages inside/telesales representatives who are responsible for closing sales over the phone. Administers/designs the inside/telesales representatives- sales incentive plan. Trains, mentors, coaches, and supervises inside/telesales staff. Has thorough knowledge of the organization-s products/services. Prioritizes and allocates resources. Typically works with the field sales organization to ensure that representatives are provided adequate support in the field. May work with inside/telesales representatives to develop channel partnerships. Responsible for market development and ensuring that revenue is generated. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Functional/Business Knowledge
Strong knowledge of technical and functional principles and ability to teach others.
Understands company mission and strategies.
Scope
Receives assignments in the form of objectives with goals and the process by which to meet goals.
Provides direction to others according to established policies and management guidance.
Administers company policies that directly affect team members / supporting employees.
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Networks with senior internal and external colleagues in own area of expertise.
Judgement
Works on issues where analysis of situation or data requires review of relevant factors.
Erroneous decisions or failure to achieve results will cause delays in schedules / work products.
Management
Provides direct supervision to individual contributors and/or support individual contributors/matrix reports.
Acts as advisor to unit or sub/units and may become actively involved, as required, to meet schedules and resolve problems.
People management responsibilities include hiring / terminations, performance reviews, career development coaching and compensation decisions.
Field Sales
Responsible for managing the sale of the organization's products and services on a small geographic or account basis.
Typically manages entry level or trainee employees.
Experience and Education
Typically requires a Bachelors degree with 5-8 years of industry experience.
Informal management/ team lead experience.

Required Experience

A number of years hands-on experience of managing a team of 8+ people
Significant hands-on experience of working in a customer operations role
Working with the NHS would be advantageous
Working with complex administrative processes
Delivering against challenging SLA
Organised with exceptional time management skills
Working with a CRM system (preferably Salesforce)
Excellent interpersonal and team management skills
Good reporting skills

Essential Duties and Responsibilities

Achieve monthly objectives for revenue and new patient numbers
Daily, weekly, monthly reporting on key operational and performance metrics
Oversee team performance and delivery against key objectives
Team coaching and supporting individual development plans
Collaborate with Regional Field Sales Managers on shared team objectives
Provide weekly reports on team performance to Inside Sales Manager
Monitor the patient renewal process and ensure there are minimal delays to patient supplies
Collaborate with the Billing Specialists to address billing issues and ensure invoicing errors are prompting corrected
Collaborate with supervisors across departments to align on processes and team performance
Identify CRM enhancements to improve order processing and account management
Build an open-communication environment for your team
Assist in running and facilitating team training, making sure the team has all the skills and tools they need to excel in their role.
Support all elements of delivering exceptional customer service, including responsibility for inbound and outbound call, email communications and order fulfilment
Utilise internal systems to organize the team, daily activities and sales process
Act as second in command and work in partnership with the Manager of Inside Sales
Pick up ad hoc projects as requested by the Manager of Inside Sales department

What are we looking for?

Respectful, Confident, Motivational, Focused
Be able to make decisions and take initiative
Strong management and reporting skills
Strong coaching skills
Be operationally focussed and results driven
Be flexible and able to cope in a fast-paced environment
Be a team player and lead by example to quickly earn the respect of your team

Strong Computer, Phone and Email Skills
It is essential to meet and adapt to customer expectations quickly by utilising new tools and business applications to constantly improve our service

Must be able to work with Microsoft Suite and be competent with CRM systems
Ability to use and communicate appropriately using different mediums
Ability to teach processes and tasks to team members.

Outstanding Organizational and Time Management Skills
Must be able to handle and organise multiple tasks simultaneously

Must be organised and able to prioritise a high volume of work on a daily basis
Must be able to manage timely follow up to team requests
Must be a strong collaborator
Must be able to manage and coach a team and deliver on company targets
Must be able to problem solve and be solutions oriented
Be able to work with monthly, quarterly, and yearly quotas
Must provide accurate reporting
Must anticipate the needs of the business and be ready to implement improvement plans to meet company targets

Medical Background is a plus but not essential

Knowledge of diabetes is preferable but an interest in medical conditions and a willingness to learn is a must

Work Independently and as a Team

Must be able to manage and deliver on individual projects as well as supporting departmental goals
Must be a motivational and positive role model within the department

Education

A level or equivalent

Travel Required

0 - 25%

Out of Hours Work

Very occasional weekend work may be required

Dexcom Offers / Why Dexcom?

An exciting opportunity to be part of a dynamic, innovative and progressive multinational organisation.
You will be part of a high growth company with a true purpose and have the ability to shape and influence, making a real difference to those living with Diabetes.
Opportunity to carve out a long-term career.
Access to outstanding training and development programmes.
Work with over 5,000 awesome colleagues in an open, fast-paced and fun working environment.
Attractive benefits including Performance-Based bonus, Private Health Insurance and/or Health Cash Plan, Private Pension, Life and Accident Insurance, Income Protection Plan, Team Events, Recognition Awards, Health & Wellness Services, Training, Education & Professional Qualifications Support and Product Discounts.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.