REMS Engagement Center Manager

Mis à jour: September 20, 2022
Emplacement: Newtown, PA, United States
Identification d’emploi: 145120


At Syneos Health, we challenge the status quo, we collaborate to deliver solutions, and we are passionate about changing lives…

We are looking for a talented individual to join our team as a Virtual REMS Engagement Center Manager in our Engagement Center.  If you are known for your exceptional leadership, we would love to hear from you!


The REMS Engagement Center Manager is responsible for supervising the day-to-day operations of Engagement Center programs and assisting in the growth and development of the department.

In this exciting opportunity, you are a great fit if you can….

  • Manage day-to-day activities of program operations, including supervision of a virtual support specialist team
  • Manage program per the scope of the work, project, and standard operating procedures (SOPs) within the contracted budget
  • Monitor support specialists regularly to ensure that calls are being handled properly and scripts are being followed (including call activity and volume reporting)
  • Assist in establishing KPI’s and managing staff to them
  • Ensure SOP’s are adhered to and works with QA to review and create new SOP’s as necessary
  • Create inbound and outbound scripts to be utilized by REMS Support Specialists
  • Create and provide reporting including but not limited to call volume, call success rate, hours used per program, expected completion dates, trending, feedback, and agent adherence
  • Create applicable work instructions for new projects and update existing work instructions as needed when changes occur during a project life cycle

Job Requirements

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to apply anyway. At times, we take into consideration transferrable skills from previous roles. We also encourage you to Join our Talent Network to stay connected to additional career opportunities. 

Along with a results-oriented mindset, self-assurance, and an engaging manner, the ideal candidate has…

  • Bachelor’s Degree (required)
  • Minimum 3 years of supervisory experience in a call center environment
  • Ability to effectively coach and motivate a team to meet expectations
  • Ability to be flexible and willing to work on a variety of different projects and tasks as needed
  • Drive to continually seek ways to provide a better customer service
  • Strong analytical skills
  • Proficiency in MS Word, PowerPoint, & Excel with an emphasis on the creation, design & maintenance of spreadsheets


  • Experience with Risk Evaluation and Mitigation Strategy (REMS)
  • Experience developing user-level software requirements


Interviews may be conducted in person at an on-site interview location. For any in-person interviews, local COVID-19 safety guidelines will be followed.

About Syneos Health Syneos Health® (Nasdaq:SYNH) is a fully integrated biopharmaceutical solutions organization purpose-built to accelerate customer success. We lead with a product development mindset, strategically blending clinical development, medical affairs and commercial capabilities to address modern market realities.

 To learn more about how we are Shortening the distance from lab to life®, visit or subscribe to our podcast.

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, each day brings an opportunity to take ownership of a new challenge. Teaming with some of the most talented clinicians in the industry, you'll improve patient outcomes and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients. By joining Syneos Health, you’ll be connected to our multitude of career paths and pipeline of employment opportunities.


WORK HERE MATTERS EVERYWHERE | How will you accelerate improving patient outcomes?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)]

As a healthcare company we have an important responsibility to protect individual and public health. Except in those locations where state or local law impacts this vaccination requirement, this position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities unless an exemption can be confirmed based on a medical condition, sincerely-held religious belief, or other reasons recognized by applicable law. Submission and approval of an exemption request does not necessarily guarantee that an accommodation can be provided for any specific job. 



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