Specialist - Patient Safety Data Acquisition and Support

Role Summary

Specialist - Patient Safety Data Acquisition and Support. This role manages day-to-day operations of the Patient Safety & Technical Complaints Contact Center, ensuring the program and its agents are set up for success and identifying opportunities to enhance patient support. Requires cross-functional collaboration and independent work to accomplish objectives.

Responsibilities

• Operational Management And Business Support:
  • Lead day-to-day operations of the Patient Safety & Technical Complaints Contact Center with a focus on Patient Safety
  • Support inline and future launch products across the portfolio, supervising product technical complaints, contact centers, and related reimbursement support programs/services
  • Identify and report adverse events, product technical complaints, and other safety information in compliance with Novo Nordisk and FDA requirements
  • Create vendor call scripts and steward material through the Promotional Review Board process (if applicable)
  • Optimize multi-media communication (letters, emails, fax, text) to facilitate live patient support
  • Champion integrated technology development and experience delivery across channels and programs
  • Manage follow-up process for gathering key patient safety data for adequate assessment
  • Support source data verification of calls and intake channels to ensure safety information and technical complaints are transferred to safety and quality databases
  • Ensure vendor partners are up to date on training; manage training materials and documentation for vendor compliance
• Program Compliance:
  • Implement recommendations to ensure ongoing compliance, competitiveness, and operational excellence
  • Facilitate call quality calibrations, providing feedback and guidance
  • Train vendor teams on new processes; develop process documentation and quality control documentation for data acquisition and support channels
  • Collaborate on performance dashboards, interpret data to assess trends and KPIs
  • Manage external partner performance against contracts, SOPs, KPIs, and budget

Qualifications

• Education:
  • Bachelor‚Äôs degree or equivalent relevant experience required; Health Care/Health Sciences (e.g., Nursing, Pharmacy) preferred
• Experience Level:
  • Minimum of 3 years in patient safety, case management, market access, or related roles; pharmaceutical/healthcare experience preferred
• Specific or technical job skills:
  • Experience with Customer Relationship Management Systems, Safety Systems, and Telephony systems; strong understanding of pharmaceutical marketplace and regulatory processes
  • Analytical, problem-solving, and decision-making skills; excellent project management and multitasking abilities
  • Proficiency in Windows, MS Word, PowerPoint, and Excel
  • Vendor management capabilities and strong customer service skills

Skills

• Cross-functional collaboration
• Data acquisition and safety reporting
• Process documentation and training delivery
• Performance analysis and KPI interpretation

Education

• Bachelor‚Äôs degree or equivalent relevant experience; Health Care/Health Sciences preferred

Additional Requirements

• 0-10% travel required