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Department: USMA Medical Info
Job Category: Drug Devt - Med/Clin Affairs
Job Title: Customer Content Specialist
Initially remote due to COVID.
You will provide operational support for customer content and related support to others in Medical Affairs. EXAMPLE ACTIVITIES:
Manage information (e.g. references) from entry to archive in central repositories (e.g. Bibliography, Content Management, Query/Inquiry System) and ensure publications are in the defined format and categories
Provide non-clinical case handling support for customer facing staff supporting physician and patient inquiries
Facilitate and align process for potential adverse event (AE) and product complaints (PC) from submission to reconciliation (e.g. safety topics in conference abstracts)
Partner to define and coordinate USMA medical congress processes related to inquiry handling and conference proceedings
Monitor and communicate content and knowledge management issues to stakeholders
Maintain and manage current and accurate documentation and data in systems and databases
Generate and report assigned medical information-related activities, volume & trends to stakeholders
Setup and manage routine literature alerts (e.g. creating new, modifying, retiring/deleting existing) including resolution to any service disruptions / issues
Manage and track literature search requests and literature search alert history (e.g. active alerts, changes, etc.)
Maintain copyright permission
Review monthly reprint usage, submit and reconcile copyright payments/invoices with Vendor Finance
Track and communicate copyright data trends, themes, opportunities or issues with stakeholders
Identify and recommend process and other improvements; whether pertinent to your specific department and/or beyond
Skills: Outstanding attention-to-detail, time management & prioritization
Knowledge of relevant project management methodologies and the systems development lifecycle
High level of proficiency with Microsoft Word, Excel and PowerPoint
Proven track record of meeting or exceeding objectives and goals
Strong customer orientation/focus
Understanding of multiple customer needs and capable of creating focused responses
Effective verbal & written communication skills, including strong technical writing skills. Can provide information through various communication channels
Excellent partnering skills: works well within teams and is effective in collaborating with others internally and externally
Ability to handle pressure, short time lines, and change
Understanding of, or aptitude to learn, drug development processes (key functions involved and the path through development and into market)
Solid knowledge and understanding of rules and regulations impacting business practices
Knowledge of medical terminology is preferred
Keywords:
Education: Bachelor's Degree (life sciences or related disciplines) or equivalent experience
2-3 years' relevant work experience (e.g., customer service, healthcare, reporting/analytics, contact center operations, project management, etc.)
Skills and Experience:
Required Skills:
CUSTOMER INSIGHT
TIME MANAGEMENT
MICROSOFT OFFICE
SYSTEMS DEVELOPMENT
PROJECT MANAGEMENT