Work Your Magic with us! Start your next chapter and join MilliporeSigma. Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us. This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. Your Role: The Innovation Delivery Lead will establish close collaboration partnerships with key strategic customers in the NA region. The goal will be to ensure a level of customer intimacy that gains access to external senior leadership sponsorship and key stakeholder engagement in collaboration programs that allow positioning and co development of existing and potential future innovative solutions with Millipore Sigma. - You will take responsibility for creating and developing new formal client collaboration programs including the associated confidentiality framework to ensure sustainable future growth with global and regional partners while maintaining continuity of existing innovation collaboration programs. - Capture and ensure relevant market insights are gained by facilitating voice of customer alpha and beta trial feedback to ensure alignment with customer needs and support pipeline development. - Assess, create and develop value driven co-innovation business cases based on market viable customer ideation in line with company strategic goals. - Facilitate and connect technical discussions between customers and internal senior leadership and Process Solutions teams globally, in order to execute on collaboration projects and long-range innovation delivery plans. - Partner with key internal organizations such as Commercial, Global Strategy, Customer Application, Technical & Scientific Solutions, Product Management, and R&D to drive forward business relevant and market driven co-development programs aligned with customer needs and overall business opportunities. - Provide program performance metrics to commercial and business leadership to recommend and inform relevant resource allocation. Who You Are Minimum Qualifications: - BS with 5-8+ years’ industry experience or MS with 5+ years’ relevant industry experience. - Demonstrated knowledge of Pharmaceutical Manufacturing process - Customer-facing or business development experience within the Pharmaceutical environment - Ability to travel 20-40%, primarily NA region, with occasional international travel to customer locations and Company’s facilities across the globe Preferred Qualifications: - Relevant experience in business case development and presentation and communication to senior C level executives both internal and external. - Experience in concept ideation and development and viability metrics assessment. - Project Management skills Role can be based anywhere in the US Pay Range for this position: $85,300 - $166,300. The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here. What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress! Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!

• 參與客服培訓計畫 • 在資深同事的引導下積極參與實際操作 • 具備良好的事務管理能力,能夠合理安排工作優先順序 • 敏銳的觀察力,從使用者的敘述中迅速找出問題點 • 優化現有流程,建立有效的工作架構,提升處理重複性工作的效率 • 提升客服回應效率、滿意度,有效管理提高整體滿意程度 • 主動收集需求和痛點,提出建議改進產品和服務 • 深入分析和優化使用者體驗

• Provide advanced, escalated support for complex customer inquiries related to Home Sleep Studies (HSS), Durable Medical Equipment (DME), and Sleep Doctor products and services. • Investigate and resolve complex issues in partnership with Tier 3 support, with a focus on DME workflows and non-standard cases. • Serve as a resource for Level 1 team members, providing guidance and support on complex cases. • Review, process, and manage HSS and DME orders with a high degree of accuracy and efficiency. • Validate prescription submissions for DME items, ensuring compliance with all regulatory and internal requirements. • Guide customers through the full Home Sleep Test journey, providing clear, proactive support at every stage. • Address customer concerns, complaints, and inquiries across all channels, ensuring timely and effective resolution. • Maintain accurate and thorough documentation of customer interactions, orders, and medical records. • Ensure adherence to healthcare regulations, medical device standards, and internal processes. • Proactively identify at-risk customers, execute retention strategies, and drive positive customer outcomes. • Collaborate cross-functionally with internal teams and external partners to resolve issues and improve processes. • Build and maintain deep expertise in internal systems, partner platforms, and complex DME workflows.

Patient Support Team Lead Remote (Full Time) Compensation: $70,000 - $80,000 About Us Zócalo Health is a tech-enabled, community-oriented primary care organization serving people who have historically been underserved by the one-size-fits-all healthcare system. We partner with health plans, providers, and community organizations to deliver culturally competent primary care, behavioral health, and social care. Our model is built for populations with high medical and social complexity, where fragmented care drives poor outcomes and unnecessary cost. We combine local, community-based teams with virtual care and modern technology to deliver coordinated, whole-person care where members live and receive support. Founded in 2021, Zócalo Health is backed by leading healthcare and mission-aligned investors and is scaling rapidly across states and populations. We are building a durable care platform designed to perform in constrained healthcare environments and to lead the shift toward accountable, value-based care. Role Description The Patient Support Team Lead will join Zócalo Health during a period of rapid growth and increasing operational complexity. This role exists to help scale and execute a community-oriented primary care model that delivers measurable outcomes for high-need members and health plan partners. As part of a fast-growing team, you will be responsible for leading the team responsible for eligibility list outreach, inbound patient call support, and scheduling operations. This role ensures patients are engaged efficiently, professionally, and with a patient-centered approach. The Patient Support Team Lead oversees daily operations, performance metrics, quality assurance, and workflow optimization to ensure timely outreach and a high-quality patient experience. This position reports to the Director of Patient Support. The Patient Support Team Lead will contribute in the following ways: Team Leadership & Performance Management - Manage and coach Patient Support Specialists (PSS) - Conduct regular 1:1s, performance reviews, and skills development sessions - Establish productivity and quality benchmarks - Support hiring, onboarding, and training of PSS staff Eligibility List Outreach - Oversee outreach to health plan eligibility lists and other assigned patient lists - Ensure outreach is initiated and completed within defined service level agreements - Monitor outreach attempt cadence and documentation standards - Identify trends in engagement rates and implement improvement strategies Inbound Call & Scheduling Operations - Oversee inbound patient call workflows - Ensure timely response to voicemails and inbound inquiries - Monitor scheduling accuracy and access standards - Improve call handling quality and patient experience Quality Assurance & SOP Management - Develop, enhance and maintain SOPs for eligibility outreach, inbound call handling, and scheduling - Conduct QA audits of calls and documentation - Provide real-time coaching and performance feedback Data & Reporting - Track KPIs such as outreach volume, engagement/conversion rate, scheduling rate, call response time, and patient satisfaction - Prepare weekly/monthly operational summaries - Use data to refine workflows and staffing models Cross-Functional Collaboration - Partner with Account Management, Clinical, Community Health, Behavioral Health, and Operations teams to ensure smooth patient handoffs - Support implementation of new outreach initiatives or pilots Qualifications - 3–5+ years in healthcare operations, patient access, call center, or care coordination; strong preference for call center management experience - 1–2+ years in people management or team leadership - Experience working with Medi-Cal, ECM, CalAIM, or community-based programs strongly preferred - Strong operational management and workflow design skills - Experience with CRM, scheduling systems, or care management platforms What you can expect from Zócalo Health - Competitive salary: $70,000 - $80,000 (depending on experience) - Equity compensation package - Comprehensive benefits including medical, dental, and vision - 401k - Flexible PTO policy - take the time you need to recharge - $1,000 home office stipend - We provide the equipment needed for this role. - Opportunity for rapid career progression with plenty of room for personal growth. You must be authorized to work in the United States. Remote Work can be done from anywhere in the U.S. At Zócalo Health Inc., we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at Zócalo Health are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  Those seeking employment at Zócalo Health are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.