Job Description
Senior Medical Information Customer Engagement Specialist 12 Months Contract (with high possibilities of extension) Princeton Pike (Lawrenceville, NJ) Comments: Candidates must be onsite, 50% of the time at Princeton Pike.
This request is to cover a long term leave of absence. The EM is based out of the UK.
The target start date is late June.
Qualifications & Experience - PharmD
- 10 years of experience in Medical Information, Contact Center, or related field
- Leadership skills; Prior Experience managing a diverse team
- 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
Position Summary The Customer Engagement Center aims to strategically design, develop, and evolve industry leading Customer Engagement and call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of Contact Center (both Medical Information and Customer Information) Strategy. This leader will provide direction as it relates to systems, processes, standards and services including managing the relationship with the Contact Center Partners covering US Medical Information and Customer Information Center and Global Escalations and Variant Content.
Key Responsibilities - Develop and Execute strategy for US customer engagement:
Medical Information, Global Escalations, and Variant Content maintenance as well as commercial contact center in alignment with WW SCE goals and objectives.
- Strategic Leadership of a diverse team focused on delivery of Medical Information and Customer Information in the US Market. Develop, coach and foster individual and team development.
- Relationship lead with all key matrix functions at a Worldwide (WW)/Market level , e.g. WW Customer Engagement Center Leads, WW Medical Content/Pubs Leads, Market Leads and WW Field Medical & Medical Effectiveness Leads, 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
- Relationship lead with all key matrix functions at a US Commercial level in order to:
- Provide an customer information service for managing complex customer interactions in a timely and efficient manner
- Lead Customer Engagement Center activities , such as:
- 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
- Oversight of supplier budget
- Telephony design
- Monitor performance of team against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.
- Oversight of team as it relates to:
i. Training Plans for existing and launch products and programs
ii. Quality oversight
iii. Content maintenance and creation to address needs
iv. Escalation support
v. Systems and solutions
vi. Budget & Operational deliverables
Job Tags
Contract work, Local area, Worldwide,