Senior Manager, Customer Care

About the Department

The Clinical, Medical and Regulatory (CMR) department at Novo Nordisk is one of the most diverse and collaborative groups within the organization. From healthcare provider interactions and developing and implementing regulatory strategies with the FDA to providing medical education and collecting data to support efficacy and new product development, CMR is involved. The one thing that keeps us all marching to the same beat is our patient centered focus. At Novo Nordisk, you will help patients around the world. As their needs evolve, so does our challenge to find better and more innovative ways to improve their quality of life. We’re changing lives for a living. Are you ready to make a difference?

The Position

This position is responsible for executing and optimizing the day-to-day operations of NNI contact centers, including the overall management of vendor operations and all projects related to the program. This position specializes in contact center patient support inclusive of digital, phone, and emerging media capabilities. Key requirements include sound planning, project management organization, judgement, adaptability, accountability, technical knowledge, and customer facing marketing expertise with the ability to flex across all patient support contact centers, including general Customer Care, NovoCare® for Diabetes reimbursement and affordability support and Product Technical Complaint processing. This position will also manage and oversee Product Safety practices, monitoring and audits across all Patient Support Programs, including contact centers, reimbursement support hubs and affordability providers. The position requires a highly motivated individual who can work cross-functionally and independently in order to accomplish objectives.

Relationship

Reports to a Director, Patient Safety Data Acquisition and Support. Interacts with colleagues within Patient Support Programs team, Commercial Operations, Commercial, NNI IT and Telephony, Medical Information, Product Safety, Regulatory, Quality, Legal, Privacy and Finance. External relationships include Customer Care program vendor, other patient support program vendors, marketing agencies and professional services vendors.

Essential Functions

• Department Organization/Coordination:
  • Expert in identifying and reporting adverse events, product technical complaints and other safety information related to Novo Nordisk products and in compliance with Novo Nordisk and FDA requirements
  • Responsible for Product Safety compliance across all Patient Support Programs (including contact centers, reimbursement support hubs and affordability providers), establishes best practices and represents the team in Safety audits
  • Manages contact center vendor operations by maintaining program business rules, SOPs, exceptions processes, workflows, scripting, training, and reports
  • Support all in-line and future launch products which contain live patient support services. This includes working with hubs/call centers and related reimbursement support programs/services
  • Manages the PRB process for NNI contact center programs
  • Communicates contact center data and analytics needs to support function and communicates program performance among internal stakeholders
  • Manages 100+ external vendor agents and ensures all vendor partners are up to date on all NNI training in collaboration with CMR KTA teams. Manages all aspects of training materials creation and documentation to ensure vendor compliance
  • Oversee the process of responding to customer inquiries sent via postal mail and email through the Contact Us link on all NNI websites and the CC Outlook box
  • Project management- Coordinates department-wide projects and provides up to date information ensuring key milestones are met by others and project plans are sustainable
  • Drive development of company-wide processes and guidelines to support customer focused objectives
  • Proactively identify opportunities to streamline processes and enhance the quality of the analytics performed by the team
• Customer and Line of Business Support:
  • Develop solutions to effectively address issues/obstacles and ensure implementation and communication of best practices
  • Enhance the PSP customer experience via benchmarking, customer feedback, auditing and active call monitoring
  • Ensure strong collaboration with relevant cross-f