New

Senior Medical Information Customer Engagement Specialist

TEKsystems
$80.00 - $89.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, New Jersey, Lawrence
Apr 29, 2025
Description Job Title: Senior Medical Information Customer Engagement Specialist Position Summary The Customer Engagement Center aims to strategically design develop and evolve industry leading Customer Engagement and call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of Contact Center both Medical Information and Customer Information Strategy. This leader will provide direction as it relates to systems processes standards and services including managing the relationship with the Contact Center Partners covering US Medical Information and Customer Information Center and Global Escalations and Variant Content. Key Responsibilities 1. Develop and Execute strategy for US customer engagement: Medical Information Global Escalations and Variant Content maintenance as well as commercial contact center in alignment with WW SCE goals and objectives. 2. Strategic Leadership of a diverse team focused on delivery of Medical Information and Customer Information in the US Market. Develop coach and foster individual and team development. 3. Relationship lead 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 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 4. Relationship lead with all key matrix functions at a US Commercial level in order to: - Provide an customer information service for managing complex customer interactions in a timely and efficient manner 5. Lead Customer Engagement Center activities such as: - 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 - Oversight of supplier budget - Telephony design 6. Monitor performance of team against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans. 7. Oversight of team as it relates to: i. Training Plans for existing and launch products and programs ii. Quality oversight iii. Content maintenance and creation to address needs iv. Escalation support v. Systems and solutions vi. Budget Operational deliverables. Qualifications Experience - PharmD - 10 years of experience in Medical Information Contact Center or related field - Leadership skills Prior Experience managing a diverse team - 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 Additional Skills & Qualifications Notes from Intake Call Is a maternity leave fill in for Dr. Nishale Patel (Director, based in UK). Position will start in June, she goes on mat leave in Aug, and will be at least a year, potentially a few months longer Director level position even though it's listed as a Specialist (were unable to list as a director) Will manage a team of 3 (1 associate director and 2 associate managers) Part of the Medical Information Operations group, which has a strong partnership with the contact center team -That team does intakes of adverse events and direct medical info questions The team handles very complex clinical inquiries, there are general scientists as well as nurses and pharmacists on the team Has to have experience in medical information/medical affairs (4-7 years of experience) Experience in people mgmt. Would be open to a Manager of Operations if they have the med info/med affairs experience and transferrable skills Ideally a PharmD but would look at someone with a Bachelors/master's and 10-15 yrs experience Experience Level Entry Level Pay and Benefits The pay range for this position is $80.00 - $89.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Lawrence,New Jersey. Application Deadline This position is anticipated to close on May 7, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.