Our client is a research-based biopharmaceutical company that discovers, develops and commercializes innovative medicines in areas of unmet medical need. They strive to transform and simplify care for people with life-threatening illnesses around the world.
Responsible for managing operators who answer and correspond to the healthcare enquiries
Prepare the standard responses (FAQs) utilizing a database of Standard Response Documents
Develop the request handling process for responses to healthcare professionals, consumers, and employees requesting medical/product information regarding our products.
Maintain a record of all information dissemination via the CRM database.
Recognise, and, obtain pertinent data on, and accurately transmitting any reported adverse events or product complaints to the appropriate internal departments in a timely manner.
Work collaboratively with the field-based Medical Science teams or others to ensure appropriate follow-up with customers occurs when indicated.
Interact with internal contacts to communicate the needs for updated or new standard or custom response documents to assist in inquiry response.
Lead and develop Japan-specific medical materials (e.g. Interview Form, Medicinal Guide for Patients) according to the official guidance.
Update internal information resources (e.g. literatures, medical materials) and deliver appropriately.
Set up the emergency call centre quickly when necessary, and lead MI issue handling team.
||Knowledge, Experience & Skills:
Knowledge of life science is mandatory. Knowledge of industry Medical Information common practices, adverse event and product complaint reporting. Must demonstrate past success in a leadership role, strong management skills for employees and contractors, and ability to effectively lead and motivate a highly talented, group of employees.
Typically requires 5+ years relevant pharmaceutical industry or similar experience is desirable.
Management experience for outsourcing companies, like call center vender and documentsupplier.
Pharmacist is preferable.
Fluent communication in English