Medical Information Senior Manager, Customer Management

Role Summary

The Senior Manager of Customer Management will assist the call center function within Global Medical Information to ensure timely and accurate responses are provided to unsolicited medical and clinical inquiries from healthcare professionals, patients, clinical sites and other healthcare organizations. This position reports to the Senior Director, Medical Information.

Responsibilities

• Assists in the prompt and accurate responses to medical information requests from internal and external customers through the MI Response Center, email, fax and websites for US, Canada and Global
• Assists in the documentation of the inquiries and responses accurately and completely comply with relevant SOPs, Work Instructions and regulatory guidelines
• Ensures that adverse events and product quality complaints are processed in accordance with company SOPs
• Assists in the creation, review and maintenance of MI documents by ensuring responses are medically and scientifically accurate, timely, balanced, and meet customers’ needs
• Ensures the highest degree of quality and medical accuracy for all outputs developed
• Liaises with publications and clinical development groups to develop and maintain timely and relevant product expertise
• Performs critical analysis and synthesis of internal/external literature related to argenx products and therapeutic areas of focus
• Supports internal teams by providing literature reviews and medical and scientific information related to argenx therapeutic areas
• Exhibits broad knowledge of assigned therapeutic areas, product labeling and regulatory guidance
• Assists in maintenance of relevant knowledge repositories, including medical information responses and publications
• Appropriately liaises with Drug Safety and Quality regarding adverse events and product complaints, ensuring systematic capture and timely reporting
• Manages materials through the US medical, legal and regulatory review process as appropriate
• Completes all work in accordance with regulatory requirements, industry standards, and argenx policies
• Serves as medical affairs liaison to cross-functional groups for the incorporation of current medical/scientific information into department documents and processes

Qualifications

• Required: Bachelor’s Degree in related field or healthcare qualification e.g. RN, RPh, PharmD
• Required: 3+ years industry experience, working with medical information
• Required: Experience with inquiry management systems
• Required: Experience working with medical information vendors
• Required: Experience in componentized content creation and content management systems
• Required: English language proficiency; fluency in additional languages as applicable (e.g., French, Portuguese) may be preferred
• Preferred: Experience supporting Canadian teams in inquiry management
• Preferred: Experience in providing literature reviews and medical and scientific information related to argenx therapeutic areas

Skills

• Able to effectively network and partner with internal and external stakeholders and embrace cross-functional working
• Strong operational capabilities, eye for detail and commitment to advance and adhere to processes
• Able to identify inquirer’s questions and formulate and communicate an accurate response
• Able to search published medical literature, evaluate published scientific information and create balanced and informative responses
• Understand and demonstrate the importance of providing superior customer service to all clients to support the business
• Excellent communication skills: verbal, written and during presentations
• Able to thrive as part of a team and when working independently
• Proven track record of delivering results that meet or exceed targeted objectives
• Detailed understanding of industry regulations and practices relating to medical information

Education

• Bachelor’s Degree in related field or healthcare qualification (e.g., RN, RPh, PharmD)