Job Title: Call Center Relationship Manager IV
Location: Remote
Job Responsibilities:
- Oversee an outsourced Medical Affairs and administrative Contact Center for our client in the pharmaceutical industry.
- Develop and maintain regulatory compliant processes, including standard operating procedures and other supporting documents.
- Provide direction and support to the Contact Center vendor on all administrative and Safety and Quality Contact Center functions.
- Ensure appropriate handling and forwarding of product quality and safety/adverse event information in line with FDA guidelines and company policies.
- Perform quality review of Contact Center case documentation and calls to ensure regulatory requirements are met and service quality is maintained.
- Manage all Contact Center vendor/internal stakeholder meetings to ensure the resolution of reported issues as needed.
Skills Required:
- PharmD, RPh, or NP required.
- Minimum of 3 years of experience in medical information and the biotech/pharmaceutical industry.
- Minimum of 3 years of Medical Affairs Contact Center/Call Center Operations experience.
- Knowledge of regulatory requirements surrounding pharmacovigilance and product quality complaint case reporting.
- Strong understanding of Contact Center technology/interactive voice response systems.
- Excellent client/vendor relationship management, negotiation, and conflict resolution skills.
- Needs someone with an HCP skillset who can handle the more clinical responsibilities, like quality reviewing HCP contacts, ensuring inquiries were replied to correctly, disease state trainings, looking for Adverse Events, etc…
- Must have experience with Med Affairs or Med Info contact center within Pharma
About SSi People:
With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering an exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.
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