Job Details

  • Title: Medical Customer Engagement Escalations Specialist
  • Code: RCI-29691-1
  • Location: Lawrenceville New Jersey (NJ) 08648
  • Posted Date: 11/08/2019
  • Duration: 12 Months
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  Job Description

  • Manage contact center inquiry escalations and provide guidance to Escalations teams for specific requests
  • Navigate existing resources and partnerships to provide responses to Key and Mature Brands escalations
  • Create and maintain FAQ documents for Mature Brands availability issues, divestitures, and deletions
  • Manage Market escalations for Central Eastern Europe, Middle East Africa & India, and South East Asia
  • Actively engage with all key matrix functions at WW/Market level in order to:
  • Provide a timely and accurate MI request service for managing complex questions meeting market needs, aligned to the WW model
  • Contribute to the development of WW Standard Content by identifying WW Medical Customer Engagement Content needs
  • Ensure accurate, balanced and current resources are available and communicated, to respond to unsolicited requests for MI received through all channels and ensure provision of an escalation service in a timely and efficient manner
  • Monitor scientific performance of external partners against agreed procedures and quality metrics.
  • Identify continuous improvement opportunities in alignment with the Medical Capabilities strategic objectives
  • Engage, participate and drive initiatives of the WW Medical Capabilities organisation.

Expected Areas of Competence:

  • Have current awareness related to TA and ability to critically evaluate scientific data as well as retrieve and evaluate information from multiple sources for preparing MI responses
  • Ability to work across the matrix to provide an excellent Medical Information service to respond to customer enquiries
  • Understanding of WW and Market level specific regulations, guidelines and the practice of medicine as it pertains to MI
  • Ability to critically analyze performance against quality measures, metrics and process.
  • Able to develop and implement appropriate actions in response to outcomes
  • Ability to establish effective, strong and productive relationships and working interfaces with relevant stakeholders and leverages both formal and informal networks and relationships to obtain information and achieve results
  • Strong organizational skills, with the ability to problem solve and develop solutions

Essential Requirements:

  • Pharmacist or nurse - PharmD degree required
  • Experience in the pharmaceutical or related industry including MI and ability to demonstrate¬†knowledge of MI function
  • Knowledge and understanding of medical terminology, drug names/classes, clinical and pharmaceutical aspects of medicines
  • Broad understanding of diseases and pharmacotherapy ; specific disease state and pharmacotherapy knowledge in Immuno-Oncology, CV, or Immuoscience is preferred
  • Working knowledge of Medical Information creation and delivery including ability to evaluate information from multiple sources
  • Fluency in both spoken and written English
  • Required education for this role is a Pharmacist Degree