Medical Information Customer Engagement Lead-Pharma (Hybrid-Lawrenceville, NJ)

Medical Information Customer Engagement Lead-Pharma (Hybrid-Lawrenceville, NJ)

We are seeking a Medical Information Customer Engagement Lead-Pharma (Hybrid-Lawrenceville, NJ) for a global pharmaceutical client. 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 the 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 and Variant Content

This is a 40-hour per-week, 12-month contract (extensions possible), 50% onsite role in Lawrenceville, NJ. Work Schedule: Weekdays, 8am-5pm

This is a W2 role as a Stage 4 Solutions employee. Health benefits and 401K are offered.

Responsibilities:

• Execute strategy for US customer engagement: Medical Information, Global Escalations, and Variant Content maintenance in alignment with WW SCE goals and objectives.

• 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.

• Actively engage 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, 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 need

• 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 a customer information service for managing complex customer interactions in a timely and efficient manner

• 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 and Telephony design

• Monitor performance of MI partner 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:

• Training Plans for existing and launch products and programs

• Quality oversight

• Content maintenance and creation to address needs

• Escalation support

• Systems and solutions

• Budget & Operational deliverables.

Requirements:

• 3+ years of experience in Medical Information, Contact Center, or related field with working knowledge of MI principles and regulations

• Leadership skills; Prior Experience managing a diverse team and/or externalized supplier

• Ability to critically analyze performance against quality measures, metrics, and processes

• PharmD

Please submit your resume to our network at (please apply to the Medical Information Customer Engagement Lead-Pharma (Hybrid-Lawrenceville, NJ) role).

Please feel free to forward this project opening to others who may be interested.

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates' qualifications, without regard to race, color, religion/belief, national origin, gender identity, age, disability, marital status, genetic information, or other applicable legally protected characteristics.

Compensation: $58/hr. - $60.43/hr.

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