Associate Director, HCP Engagement Operations

Job Summary

Job Description
The Assoc. Director, Healthcare Professional (HCP) Engagement Operations will be responsible for ensuring effective and compliant engagement with HCPs, supporting the overall strategic objectives of the organization. This role will be pivotal in overseeing the day-to-day operations, strategic recommendations, and risk mitigation measures in a third-party managed services model.

Job Description

The Assoc. Director, HCP Engagement Operations will:

• Provide strategic direction and leadership for the HCP Engagement Operations, ensuring alignment with organizational goals.
• Provide oversight and empowered decision making for the end-to-end HCP engagement activities from annual planning through payment disbursement.
• Collaborate with managed services provider to manage and operationalize HCP engagement processes.
• Ensure all documentation submissions are complete and audit-ready, maintaining compliance with relevant policies and regulations.
• Monitor payment funding against payments disbursed to HCPs.
• Provide customer facing support to create a seamless end-user experience within the platform.
• Collaborate with internal stakeholders to maintain transparency, accountability and regulatory compliance over Otsuka’s transfers of value and expense reimbursements to HCPs.
• Lead the Quarterly Business Reviews (QBRs) with the managed services provider and third-party payment processor.
• Lead continuous improvement to increase process efficiency, simplicity, and speed of action and propose enhancements to the HCP compliance program that is informed by industry trends and best practices.
• Maintain PowerBI dashboards to support data-driven insights, reporting and compliance monitoring.
• Support and train internal and external system users including requesters of service (ROS), approvers, HCPs, and third-party entities.
• Oversee platform service support requests to ensure vendor’s timely resolution of system/end user issues, break fixes and enhancements.
• Manage budgets related to HCP Engagement platform, managed services, and technical support.
• Maintain knowledge of applicable laws, regulations and compliance requirements related to HCP engagements and transfers of value to HCPs.

Qualifications/ Required

Knowledge/ Experience and Skills:

Qualifications
Knowledge
 

Requires demonstrated understanding of HCP engagements in the life sciences, pharmaceutical or biotech industry. Working knowledge of the Anti-kickback statute, Safe Harbor and Sunshine Act Reporting.
 
Skills and Experience
 

Proven and demonstrated experience with process improvement and process optimization. Strong business acumen, analytical and problem-solving abilities with aptitude to synthesize large datasets to drive business strategies and decisions. Proven experience in managing relationships with external service providers, including monitoring vendor performance using data and metrics. Strong customer service background with attention to details are required. Prior experience with successfully managing virtual teams and comfortable working withing matrix structure. Strong communication, leadership, influencing and stakeholder management skills. 

Demonstrated ability to exercise judgement, discretion and maintain confidentiality of data involved in HCP Engagement process. Strong computer skills with demonstrated experience in working with the Microsoft suite of programs including PowerBI and Visio. Knows how/when to apply organizational policy or procedures to a variety of situations. Ability to operate at both strategic and operational levels.

This requires: 

• A willingness to be hands-on, on a regular basis, and personally do whatever it takes to get the job done
• Ability to be flexible and comfortable managing through ambiguity
• Being well organized, resourceful, planful, and attentive to detail
• Ability to persevere and be a game-changer
• Ability to work well with others, in matrix teams. Is open, receptive, and self-aware. Cultural sensitivity to collaborate with colleagues outside the US. Willingness to travel up to 20% of time.
   

Education
At minimum, the ideal candidate will have a bachelor’s degree in business administration, life sciences, healthcare administration or relevant field. Project management certification is highly desired. Minimum of seven years relevant experience with managing and processing Healthcare Professional engagements in life sciences industry is required. Management experience and/or experience with overseeing managed services team is required.

Competencies
Accountability for Results - S