Core Director responsible for managing the imaging core's operations and overseeing staff at Emory University. Ensuring high - quality services and contributing to strategic planning for research initiatives.
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Onsite Associate Director, Patient Solutions Data Acquisition and Support
Posted 1 hour ago
About the role
- Director of Patient Solutions managing Patient Safety contact centers at Novo Nordisk. Optimizing operations for customer support and ensuring compliance with industry standards.
Responsibilities
- Optimize the day-to-day operations of Patient Safety contact centers (Customer Care, PQC, and Patient Safety Call Center)
- Ensure programs and its agents are set-up for success and prepare for future needs
- Identify and execute new opportunities related to Contact Center operations to ensure best-in-class support to customers
- Enable strategic direction for Patient Safety Data Acquisition & Support call centers ensuring alignment on processes where applicable
- Support call center preparedness related to label updates and future launches across the NNI portfolio
- Establish and maintain inspection readiness programs, including audit response, corrective action plans, and continuous improvement activities
- High-level training development oversight and support across the call centers
- Create and manage project plans, timelines, resource allocation, risk registers, and communication plans to ensure projects deliver on scope, quality, time and budget
- Champion an integrated approach for technology development and experience delivery across channels
- Communicate contact center data and analytics, evaluating needs to support function and communicates program performance among internal stakeholders
- Develop solutions to effectively address issues and ensure implementation and communication of best practices
Requirements
- Bachelor’s degree or equivalent relevant experience required; MBA-preferred
- A minimum of 9 years of market access, marketing, project management, operations, call center and/or other related roles required.
- Pharmaceutical, Patient Safety or health care experience preferred
- Experience leader working in Customer Relationship Management Systems, Safety Systems and Telephony systems.
- Must have prior industry experience and a solid understanding of the pharmaceutical marketplace including legal, medical, regulatory, and clinical processes
- Demonstrated analytical, problem-solving, and decision-making skills
- Excellent project management skills, with ability to juggle multiple priorities and move projects forward while maintaining high quality
- Proficiency in Windows, MS Word, PowerPoint and Excel required
- Proven vendor management capabilities and the ability to hold internal and external team members accountable
- Strong customer service skills required.
Benefits
- Medical, dental, and vision coverage
- Life insurance
- Disability insurance
- 401(k) savings plan
- Flexible spending accounts
- Employee assistance program
- Tuition reimbursement program
- Voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance.
- Sick time policy
- Flex-able vacation policy
- Parental leave policy
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