Healthcare Engagement Center Leader

Patricia Wallace

Bogota, NJ

917-***-**** ********.*********@*****.***

PROFESSIONAL SUMMARY

Healthcare Engagement Center Leader with 15+ years of progressive experience in REMS programs, patient support services, and high-volume call center operations. Proven record of leading multi-program teams, driving SLA performance, ensuring regulatory compliance, and improving quality metrics. Expertise in reimbursement support, adverse event reporting, operational reporting, and workforce optimization. Known for building high-performing teams, resolving escalations, and strengthening client relationships in complex healthcare environments.

CORE COMPETENCIES

REMS Program Operations • Call Center Leadership • SLA & KPI Management

Quality Assurance & Compliance • Escalation Management

Patient Support & Reimbursement • Adverse Event Reporting

Workforce Planning • Coaching & Performance Management

Operational Reporting & Data Analysis • Cross-Functional Collaboration

PROFESSIONAL EXPERIENCE

Syneos Health

– Remote

Manager, Engagement Center – REMS Programs (EPYSQLI & CPMG)

June 2023 – Present

Lead daily operations for full-service REMS programs supporting patients, providers, pharmacies, and wholesalers in regulated healthcare environments.

Key Contributions:

Oversee engagement center operations, managing call queues, workflow coordination, and SLA performance

Lead quality assurance and call monitoring programs to ensure compliance with REMS requirements and SOPs

Serve as primary escalation point for clients and complex case resolution

Supervise and coach engagement center representatives to improve quality, productivity, and compliance metrics

Generate and analyze operational reports including call volume, performance trends, and productivity metrics

Manage wholesaler shipping files, dispense documentation, and non-compliance processes

Conduct hiring, onboarding, and performance management activities

Identify operational gaps and implement workflow improvements to enhance efficiency

Syneos Health

– Newtown, PA

Engagement Center Manager – Novo Nordisk Program

January 2023 – June 2023

Managed team performance across quality, documentation, and handle time metrics

Conducted call monitoring, coaching, and escalation support

Analyzed KPI trends to drive performance improvements

Coordinated staffing schedules to maintain optimal phone coverage

Led onboarding and continuous training initiatives

Syneos Health

Engagement Center Team Lead – Novo Nordisk Program

February 2020 – January 2023

Supervised frontline representatives in high-volume healthcare engagement center

Supported escalated patient, provider, and pharmacy inquiries

Delivered coaching to improve compliance and service quality

Assisted with workforce scheduling and operational reporting

Novo Nordisk, Inc.

– Plainsboro, NJ

Patient-Centric Customer Care Specialist

May 2011 – February 2020

Managed complex inbound inquiries related to insurance coverage, reimbursement, and financial assistance

Reported adverse events and ensured compliance with regulatory guidelines

Identified potential off-label usage and escalated per compliance protocols

Created and documented medical information cases for clinical follow-up

Supported pharmacies and providers with coverage and benefit investigations

TECHNOLOGY

Salesforce • Oracle • Siebel • Cisco Agent Desktop & Supervisor

Genesys • PureCloud • InContact • HealthCloud

Microsoft Office Suite (Excel, Word, PowerPoint)

Workday • PV Management Systems • REMS Administration Systems

EDUCATION

Bergen Community College – Paramus, NJ

Business Administration Coursework

High School Diploma

Contact this candidate