WW Medical Customer Engagement Escalations Manager

Profile

Bristol-Myers Squibb is a global Biopharma company committed to a single mission: to discover, develop, and deliver innovative medicines focused on helping millions of patients around the world in disease areas such as oncology, cardiovascular, immunoscience and fibrosis.

Join us and make a difference. We hire the best people and provide them with a work environment that places a premium on diversity, integrity, collaboration and personal development. Through a culture of inclusion, we create a better, more productive work environment. We believe that the diverse experiences and perspectives of all our employees help to drive innovation and transformative business results.

Core Roles and Responsibilities

Navigate existing resources and partnerships to provide guidance and responses to Key Brands escalations

Actively engage with key matrix partners at WW/Market level in order to provide a timely and accurate MI (Medical Information) request service for managing complex questions meeting market needs, aligned to the WW model

Actively engage with Medical Capabilities partners to contribute to the development and maintenance of WW Content by identifying and communicating MI needs

Feed back insights and metrics into the Medical Capabilities Integration Teams and other matrix teams regarding inquiry trends and content utilization

Provide operational support to Tier 1 and Tier 2 to enable teams 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

Maintain Training Curricula for Contact Center teams in collaboration with Medical Capabilities Business Partners

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


PharmD

3 to 5 years of 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

Working knowledge of Medical Information creation and delivery including ability to evaluate information from multiple sources

Broad understanding of diseases and pharmacotherapy; specific disease state and pharmacotherapy knowledge in Immuno-Oncology, CV, or Immunoscience is preferred

Fluency in English


Bristol-Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees the resources to pursue their goals, both at work and in their personal lives.

Bristol-Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Company info

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