Associate Patient Solutions Data Acquisition and Support Director

Role Summary

This role is responsible for optimizing the day-to-day operations of the three Patient Safety contact centers (Customer Care, PQC, and Patient Safety Call Center). It ensures programs and agents are set up for success and identifies opportunities to improve Contact Center operations to provide best-in-class support. The position requires a highly motivated, cross-functional, and independent professional capable of delivering objectives.

Responsibilities

• Operational Management and Business Support
  • Enable strategic direction for Patient Safety Data Acquisition & Support call centers ensuring alignment on processes where applicable
  • Support call center preparedness related to label updates and future launches across the NNI portfolio, including Customer Care resource oversight across PS DA&S call centers
  • Establish and maintain inspection readiness programs, including audit response, corrective action plans, and continuous improvement activities
  • High level training development oversight and support across PS DA&S call centers
  • Lead, design and implement program optimizations and enhancements and track performance against defined KPIs
  • Create and manage project plans, timelines, resource allocation, risk registers, and communication plans to ensure projects deliver on scope, quality, time and budget
  • Champion integrated approach for technology development and experience delivery across channels
  • Communicates contact center data and analytics, evaluating needs to support function and communicates program performance among internal stakeholders
• Vendor and Fiscal Management
  • Develop solutions to effectively address issues/obstacles and ensure implementation and communication of best practices
  • Enhance the customer experience via benchmarking, feedback, auditing and active call monitoring oversight
• Program Compliance
  • Develops recommendations and implements program changes to ensure ongoing compliance, industry competitiveness and operational excellence
  • Document policies, procedures, risks-controls and exception processes
  • Collaborate on performance dashboards and interpret data for purposes of assessing trends, identifying opportunities and performance against defined KPIs
  • Manage external partner performance against contractual arrangements, SOPs, KPIs, and budget

Qualifications

• Required: A minimum of 9 years of market access, marketing, project management, operations, call center and/or other related roles
• Preferred: Pharmaceutical, Patient Safety or health care experience
• Required: Experience leading in Customer Relationship Management Systems, Safety Systems and Telephony systems; solid understanding of the pharmaceutical marketplace including legal, medical, regulatory, and clinical processes
• Required: Demonstrated analytical, problem-solving, and decision-making skills
• Required: Excellent project management skills, with ability to juggle multiple priorities and move projects forward while maintaining high quality
• Required: Proficiency in Windows, MS Word, PowerPoint and Excel
• Required: Proven vendor management capabilities and the ability to hold internal and external team members accountable
• Required: Strong customer service skills

Education

• Bachelor’s degree or equivalent relevant experience; MBA preferred

Skills

• CRM, Safety, and Telephony systems experience
• Analytical, problem-solving, and decision-making skills
• Strong communication and stakeholder management
• Project management and process improvement
• Vendor management and accountability
• Customer service excellence

Additional Requirements

• 0-10% overnight travel required