JOB TITLE: Medical Information and Customer Engagement Lead (Associate Director Level)
Location: Lawrenceville, NJ (Hybrid - 50% onsite)
Duration: 12 months initial (potential extension/potential right to hire)
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:
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. WW SRD & variant creation, maintenance & update
vi. Systems and solutions
vii. Budget & Operational deliverables.
Qualifications & Experience
5 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
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
If hired, you will enjoy the following Eclaro Benefits:
If you feel you are qualified with the required skills and if you are interested , please free to send your word version most updated resume TAILORED to the job description above to June@eclaro.com or call (212)804-7476.
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.
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