Medical Information and Customer Engagement Lead

Job Number: 25-05111

Be part of a company that delivers life-changing healthcare solutions. ECLARO is looking for a Medical Information and Customer Engagement Lead for our client in Lawrence Township, NJ.

ECLARO’s client is a leader in the Biopharmaceutical Industry, providing quality, innovative, and affordable medicines that make a difference in the lives of patients all over the world. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:

• 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.
  
  

Pay Rate: $60.00-$64.00/Hour.

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.
  

Required Qualifications:

• Education: 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 .
  
  

If hired, you will enjoy the following ECLARO Benefits:

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO
  
  

If interested, you may contact:

Sofia Dela Torre

Sofia.DelaTorre@eclaro.com

(332) 206-0779

Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.