Senior Medical Information Customer Engagement Lead

Overview

On Site
$68 - $70
Contract - W2
Contract - 12 Month(s)

Skills

Innovation
Continuous Improvement
Customer Engagement
Customer Experience
Leadership
Auditing
Budget
Call Center
Communication
Conflict Resolution
Process Improvement
Decision-making
Management
Marketing Intelligence
Problem Solving
Regulatory Compliance
SRD
Training
MI

Job Details

Job Title: Regulatory and Medical Affairs - Senior Medical Information Customer Engagement Lead Job ID: 25-08827 Location: Lawrenceville, NJ (hybrid) Duration: 12 months on W2 contract

Qualifications & Experience:
  • PharmD
  • 5 years of experience in Medical Information, Contact Center, or related field
  • Leadership skills
  • Excellence in communication; Ability to establish strong cross functional matrix relationships
  • Ability to critically analyze performance against quality measures, metrics, and process
  • Strong innovation, decision making and problem-solving skills.

Work Schedule: Weekdays, 8am-5pm

Medical Information and Customer Engagement Specialist

Position Summary

The Customer Engagement team aims to strategically design, develop, and evolve industry leading Customer Engagement and Medical Information call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of Medical Information Contact Center Strategy. Responsibilities include processes, standards, systems and services including managing the relationship with the Contact Center Partners covering US Medical Information, Global Escalations, WW SRD and Variant Content.

Key Responsibilities

1. Execute strategy for US customer engagement: Medical Information, Global Escalations, and Variant Content maintenance, and SRD management in alignment with WW Medical Excellence goals and objectives.

2. Actively engage with all key matrix functions at a Worldwide (WW)/Market level, e.g. WW Customer Engagement Center Leads, WW Medical/Med Comms, WW Field Medical & Medical Effectiveness Leads, Commercial Business Units, Safety, Quality and Business Solutions in order to:
  • Provide an MI request service for managing complex questions in a timely and efficient manner
  • Support the delivery of MI to HCPs and patients to meet Market and Regulatory needs
  • Provide MI guidance and support for local or WW congress booths as required

3. Relationship lead with all key matrix functions at a US Commercial level in order to:
  • Provide a customer information service for managing complex customer interactions in a timely and efficient manner

4. Execute Customer Engagement Center activities, such as:
  • Oversight of Supplier Day to Day operations
  • MI partner training
  • Innovative approach towards service evolution while adhering to budgets and timelines
  • Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness
  • Delivery of performance reports and insights to stakeholders
  • Inspection readiness and audit participation
  • Telephony design

5. Monitor performance of MI partner against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.

6. Oversight of team as it relates to:
  • Training Plans for existing and launch products and programs
  • Quality oversight
  • Content maintenance and creation to address needs
  • Escalation support
  • WW SRD & variant creation, maintenance & update
  • Systems and solutions
  • Budget & Operational deliverables.

Working Conditions: Office environment Travel required: No Physical Demands: n/a

Compensation:

The hourly rate for this position is between $68.00-$70.00 per hour.

Factors which may affect starting pay within this range may include [geography/market, skills, education, experience and other qualifications of the successful candidate].

Benefits:

Sunrise offers ACA compliant medical coverage/dental insurance/vision insurance to all employees. We also offer Sick time benefits as required per State regulations.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.