The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Medical Information and Customer Engagement Lead in Princeton, NJ

Role Description

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 and Variant Content.

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

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 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 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
• 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.

Skills & Requirements

• PharmD
• 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
• 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
• 3 years of experience with the following:
• Medical Information within Biopharma space.
• Vendor Management within Biopharma space.
• Call Center Experience.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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