Senior Patient Safety Data Acquisition and Support Manager

Role Summary

Senior Patient Safety Data Acquisition and Support Manager. Oversees day-to-day operations of NNI contact centers, vendor management, and projects related to the program. Manages Product Safety practices across Patient Support Programs, including contact centers, reimbursement hubs, and affordability providers. Requires cross-functional collaboration and independent work to accomplish objectives.

Responsibilities

• Department Organization/Coordination:
  • Identify and report adverse events, product technical complaints, and other safety information in compliance with company and FDA requirements
  • Ensure Product Safety compliance across all Patient Support Programs; establish best practices and represent the team in safety audits
  • Manage contact center vendor operations: rules, SOPs, workflows, scripting, training, and reports
  • Support in-line and future launch products with live patient support services, including hubs/call centers and related programs
  • Manage the PRB process for NNI contact center programs
  • Communicate data/analytics needs and program performance to internal stakeholders
  • Manage 100+ external vendor agents; ensure vendor training and compliance; create and maintain training materials
  • Oversee responses to customer inquiries via postal mail and email on NNI sites
  • Coordinate department-wide projects; ensure milestones and sustainable project plans
  • Develop company-wide processes and guidelines to support customer-focused objectives
  • Identify opportunities to streamline processes and enhance analytics quality
• Customer And Line Of Business Support:
  • Develop solutions to address issues and communicate best practices
  • Improve PSP customer experience through benchmarking, feedback, auditing, and call monitoring
  • Collaborate with cross-functional stakeholders
• Program Compliance:
  • Recommend and implement program changes for ongoing compliance and operational excellence
  • Oversee performance management; conduct call quality calibrations and provide feedback
  • Document policies, procedures, risk controls, and exception processes
  • Contribute to dashboards; interpret data to identify trends and opportunities; assess performance against KPIs
  • Manage external partner performance against contracts, SOPs, KPIs, and budget

Qualifications

• Education Level: Bachelor‚Äôs degree or equivalent; MBA preferred
• Experience Level: 5+ years in market access, marketing, project management, operations, or related roles; pharmaceutical/Patient Safety/healthcare experience preferred
• Experience leading in CRM, Safety, and Telephony systems; solid understanding of pharmaceutical marketplace, regulatory processes; strong analytical and project management skills; proficient in Windows, Word, PowerPoint, Excel; vendor management capabilities; strong customer service skills
• Experience managing vendors and teams preferred

Skills

• Vendor management
• Project management
• Data analysis and interpretation
• Cross-functional collaboration
• Quality assurance and compliance
• Communication and training material development

Education

• Bachelor‚Äôs degree or equivalent; MBA preferred

Additional Requirements

• Physical Requirements: 0-10% overnight travel