Medical Information Specialist Job at ECLARO, Lawrence, NJ

b1R5TVhhS0Q5SExLUHdzMGtnNXY2RWp4OFE9PQ==
  • ECLARO
  • Lawrence, NJ

Job Description

Must Have List

Medical Information

Vendor Management

Patient Safety Reporting – Highly Preferred

Job Description: Job Title: Medical Information and Customer Engagement Lead

Onsite/Hybrid: Hybrid

Site Location: Princeton Pike

Work Schedule: Weekdays, 8am-5pm

Purpose and Scope of the Position:

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:

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

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. Systems and solutions

vi. Budget & Operational deliverables.

Education:

• PharmD

Qualifications & Experience

• PharmD

• 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

• Vendor Management

• Patient Safety Reporting – Preferred

Job Tags

Local area, Worldwide, Weekday work,

Similar Jobs

Talentoma

Remote work | Customer Success Manager Job at Talentoma

 ...Job Title: Remote Customer Success Manager Hourly Pay: $34 $39/hour Summary: We are seeking a passionate and proactive Customer Success Manager to join our remote team. In this role, you will help ensure that customers achieve their goals using our products... 

ESI

English Teacher Job at ESI

 ...Please note all applicants must be a current US resident. ESI is now hiring an English Teacher in the Key, West, FL for the 2025-2026 school year. POSITION SUMMARY: ESI is seeking an English Teacher who is responsible for planning, preparing and delivering... 

Sunbelt Staffing

School Health Nurse - LVN and RN Job at Sunbelt Staffing

 ...K-12 educational environment. This role involves addressing the health needs of students across various grade levels, ensuring a safe and...  ...atmosphere. Qualifications: Valid Pennsylvania RN or LPN/LVN license Previous experience in school nursing preferred... 

Domino's Franchise

Assistant Manager - 1243 Carter Ave Job at Domino's Franchise

About Team Honey Badger: Dominos is the # 1 Pizza company in the world! Team Honey Badger is one of the largest & fastest-growing franchises in the nation! Talk about a 1-2 punch for feeding the power of possible! Founded in 1985 with a single store in Willmar, MN...

Ascendion

Marketing Content Specialist Job at Ascendion

 ...About the job About Ascendion Ascendion is a full-service digital engineering solutions company. We make and manage software...  ...Ascendion. *** About the Role *** Job Title: Digital Marketing Content Writer Key Responsibilities: Write high-impact...