We're a global organization dedicated to creating a healthier world, serving over 650 clients in the life sciences industry. Our team of over 7,000 professionals, spread across the globe, is committed to delivering next-generation commercialization services. At our core, we prioritize patient well-being and strive to bring innovative therapies to market, supporting those who depend on them.
Job Description:
About the Role:
As part of our Medical Information Contact Center (MICC) team, the Associate Director plays a crucial role in ensuring the safe and effective use of pharmaceutical products. This position involves overseeing and managing assigned clients, ensuring their success by providing ongoing support and meeting key performance indicators (KPIs) and service levels.
Key Responsibilities:
People Management:
Mentor, coach, and train direct reports, fostering their professional development.
Direct the activities of the Medical Information team, ensuring proficiency and performance.
Support recruitment efforts to build a skilled MICC staff.
Client Management and Operations Oversight:
Ensure client success by understanding their needs and delivering on expectations.
Oversee the daily operations of the MICC, including scheduling and staffing.
Collaborate with clients to develop and execute operational strategies.
Team Leadership:
Provide ongoing training and support to staff members.
Maintain up-to-date resources and ensure staff proficiency across client products.
Drive process improvements to enhance service delivery and compliance.
Medical Information Support:
Respond to medical information inquiries and triage adverse events and product complaints.
Utilize medical expertise to provide accurate and timely responses across multiple channels.
Other Duties:
Perform all other duties as assigned, contributing to the overall success of the team.
Expectations of the Job:
Contribute to process improvement initiatives to enhance MICC metrics.
Maintain a focus on customer service excellence and continuous improvement.
Be flexible with work scheduling and travel as required by clients and management.
Qualifications:
Advanced healthcare degree (preferred PharmD or higher).
Five years of Medical Information and/or pharmaceutical industry experience.
Strong interpersonal and communication skills.
Detailed understanding of FDA regulations and the healthcare system.
Preferred Qualifications:
Advanced Healthcare Degree (PharmD or equivalent), MBA, or Regulatory Science.
Pharmacist license.
Demonstrated skills in strategic thinking, people management, and project management.
Personal Attributes:
Positive attitude and energy.
Effective communicator and innovator.
Highly principled and ethical.
Physical/Mental Demands and Working Environment:
Ability to perform essential job functions in an office environment.
Moderate noise level with frequent interruptions and demands.
Company Culture:
Our culture is built on values such as patient-mindedness, client delight, and innovation.
We embrace diversity, equity, and inclusion, valuing the unique perspectives of all employees.
Compensation:
Competitive salary and benefits package based on experience and geographic location.
Equal Opportunity Employer:
We are committed to diversity, equity, and inclusion, welcoming applicants from all backgrounds.
Employment Type: Full-Time
Salary: $ 165,000.00 200,000.00 Per Year
