Medical Information and Customer Engagement Lead Position Available In Mercer, New Jersey

Medical Information and Customer Engagement Lead 4.0 4.0 out of 5 stars Township of Lawrence, NJ 08648

Job Description:

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. 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.

Qualifications :

PharmD Patient Safety Reporting – Highly Preferred Needs 5 years of experience in Medical Information, Vendor Management, 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

Benefits:

Healthcare Insurance:

Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance:

Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance:

Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k)

Plan:

The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.

Technical Certification Bonus:

Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification. Synectics is an equal opportunity employer. #INDSYN