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Medical Customer Engagement Escalations Specialist
Ref No.: 18-00424
Location: Lawrence Township, New Jersey
Position Type:Contract
Start Date / End Date: 04/11/2018 to 10/10/2018
MEDICAL CUSTOMER ENGAGEMENT ESCALATIONS SPECIALIST
LAWRENCE TOWNSHIP, NJ
 
 
Core Roles and Responsibilities:
 
  • Manage contact center inquiry escalations and provide guidance to Escalations teams for specific requests.
  • Navigate existing resources and partnerships to provide responses to Key and Mature Brands escalations.
  • Create and maintain FAQ documents for Mature Brands availability issues, divestitures, and deletions.
  • Manage Market escalations for Central Eastern Europe, Middle East Africa & India, and South East Asia.
  • Actively engage with all key matrix functions at WW/Market level in order to:
  • Provide a timely and accurate MI request service for managing complex questions meeting market needs, aligned to the WW model.
  • Contribute to the development of WW Standard Content by identifying WW Medical Customer Engagement Content needs.
  • Ensure accurate, balanced and current resources are available and communicated, to respond to unsolicited requests for MI received through all channels and ensure provision of an escalation service in a timely and efficient manner.
  • Monitor scientific performance of external partners against agreed procedures and quality metrics. Identify continuous improvement opportunities in alignment with the Medical Capabilities strategic objectives.
  • Engage, participate and drive initiatives of the WW Medical Capabilities organization.
 
Expected Areas of Competence:
 
  • Have current awareness related to TA and ability to critically evaluate scientific data as well as retrieve and evaluate. information from multiple sources for preparing MI responses.
  • Ability to work across the matrix to provide an excellent Medical Information service to respond to customer enquiries.
  • Understanding of WW and Market level specific regulations, guidelines and the practice of medicine as it pertains to MI.
  • Ability to critically analyze performance against quality measures, metrics and process.  Able to develop and implement appropriate actions in response to outcomes
  • Ability to establish effective, strong and productive relationships and working interfaces with relevant stakeholders and leverages both formal and informal networks and relationships to obtain information and achieve results.
  • Strong organizational skills, with the ability to problem solve and develop solutions.
 
Essential Requirements
 
  • Pharmacist or nurse.
  • Experience in the pharmaceutical or related industry including MI and ability to demonstrate knowledge of MI function.
  • Knowledge and understanding of medical terminology, drug names/classes, clinical and pharmaceutical aspects of medicines.
  • Broad understanding of diseases and pharmacotherapy; specific disease state and pharmacotherapy knowledge in Immuno-Oncology, CV, or Immuoscience is preferred.
  • Working knowledge of Medical Information creation and delivery including ability to evaluate information from multiple sources.
  •  Fluency in both spoken and written English.
 
 
 
This 6+ month position starts ASAP.
 
Please E-MAIL your resume (attachment to email) with rate and availability to Michelle: michellea@alphaconsulting.com
 
ALPHA'S REQUIREMENT #18-00424
MUST BE ELIGIBLE TO WORK IN THE U.S. AS AN HOURLY W2 EMPLOYEE