Senior Manager - Medical Information Contact Center and Fertility & Endocrinology/HIV US/Canada

 

Work Your Magic with us! Start your next chapter and join EMD Serono.

 

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

 

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

 

Your Role:

As the Senior Manager - Medical Information Contact Center and Fertility & Endocrinology/HIV US/Canada, you will hold a wide range of responsibilities vital for ensuring the efficient, timely, and compliant operation of the contact center in addition to ensuring the accurate and timely handling of unsolicited medical information inquiries within the Fertility & Endocrinology/HIV therapeutic areas. Your role encompasses the following key area/duties:

 

Operations/Contact Center Responsibilities

• Maintaining a high-quality local Medical Information service to contribute to the scientific and medical reputation of the company.
• Managing the outsourced Medical Information Contact Center, including vendor partner contracts, quality monitoring, training, and maintaining guidelines covering all contact center-related and case handling activities while ensuring compliance with industry best practices, applicable regulations, and internal policies and SOPs.
• Ensuring the appropriate handling and reporting of adverse events and product complaints, according to company SOPs.
• Managing the development and maintenance of all communication channels and technology relevant to the receipt and processing of medical information inquiries, including inbound/outbound communication channels and EMD Serono-provided contact center technology (e.g., phone/interactive voice response system; US and Canadian Medical Resources website; Medical Information request forms).
• Ensuring the functionality and overall maintenance of the Medical Resources Websites (MRW) as a medical information channel and interfacing with Global Medical Information colleagues to exchange best practices.
• Supporting new product launches across therapeutic areas by ensuring contact center and departmental readiness for inquiry handling.
• Ensuring compliance with all relevant internal and external regulations and driving a high-performance culture with Contact Center staff.

 

Medical Information Responsibilities

• Serving as the Medical Information Lead for Fertility & Endocrinology/HIV, guiding the handling of unsolicited requests, management of written medical information Local Response Documents, and collaboration with cross-functional partners in responding to unsolicited requests
• Planning, prioritization, and execution of Fertility & Endocrinology/HIV brand/therapeutic area Medical Information-related deliverables 
• Maintaining responsibility over Fertility & Endocrinology/HIV for escalated case handling and internal stakeholder questions and project support requests.

 

Additional Responsibilities

• Representing Canada and US Medical Information during audits and inspections and maintaining US and Canada Medical Information operations audit readiness.
• Participating in the development and maintenance of standard operating procedures and job aids governing the processing of Medical Information inquiries/requests at EMD Serono.
• Developing regular and ad hoc reports for trend analysis and tracking of medical information inquiries, specifically for written response and reprint dissemination tracking, and analyzing reports for individual and team performance and communicating results to stakeholders. 
• Assisting the Director, as needed, in advancing the department's digital assets or implementing other innovations.
• Interfacing with healthcare professionals, industry organizations (e.g., PhactMI, PVN-MI Canada, DIA), consumers/patients, medical and scientific communications organizations, and other related entities.

 

Location: Role is hybrid The office is currently