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Start for FreeStavroula Vagali
Supervisor of Psp Call Center- Patients Support Programs, at Iqvia @艾昆纬
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WORK HISTORY
Supervisor of Psp Call Center- Patients Support Programs, at Iqvia @艾昆纬
GR
Leading and coaching a team of 10+ coordinators delivering Patient Support Program (PSP) services for chronic and rare disease patients.•Coordinating ~20 daily patient–nurse training sessions and managing schedules, logistics, and communication.•Supervising team operations of 10 staff members, ensuring workflow consistency and timely execution.•Developing and optimizing patient engagement workflows to improve service quality and satisfaction.•Managing complex logistics in the Save More study, overseeing safe and timely transfer of patient blood samples nationwide to central labs in Athens.•Facilitating integrations of systems and staff during two company acquisitions, ensuring smooth transitions and service continuity.•Collaborating cross-functionally with medical, compliance, and commercial teams to align processes.•Delivering onboarding and continuous training to new hires on procedures and compliance standards.•Monitoring KPIs and preparing monthly performance reports for senior management.•Ensuring full regulatory compliance (incl. GDPR) and approving service invoicing.•Providing back-up support in the role of Compliance and Medical Specialist to maintain operational continuity during staff absences.
EDUCATION
Technological Educational Institute of Crete
Registered Nursingregistered Nurse
ABOUT STAVROULA VAGALI
With over 9 years of experience in Patient Support Programs and team supervision within the pharmaceutical sector, I bring a strong background in team leadership, process optimization, and regulatory compliance. My focus has always been on clarity, organization, and human-centered support, thriving in high-pressure environments where structure, collaboration, and empathy are essential for success. Selected Achievements: •Was selected by management to represent PSP call center department in IQVIA’s global “Passion Initiative,” collaborated across functions to highlight team values, motivation, and patient impact in a campaign rolled out to the worldwide IQVIA community. •Managed logistics for the SAVE-MORE study by the Hellenic Institute for the Study of Sepsis, ensuring prompt and compliant nationwide blood sample transfers for a randomized clinical trial. •Organized and oversaw large-scale COVID-19 testing operations in Athens and Thessaloniki, managing high visit volumes under strict timelines. •Providing back-up support in the role of Compliance and Medical Specialist at the pharmaceutical company UCB to ensure operational continuity during staff absences. •Supported two major company acquisitions by facilitating seamless integration of call center systems and teams, ensuring continuity and service quality.
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