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About the Department

The Clinical, Medical and Regulatory (CMR) department at Novo Nordisk is one of the most diverse and collaborative groups within the organization. From healthcare provider interactions and developing and implementing regulatory strategies with the FDA to providing medical education and collecting data to support efficacy and new product development, CMR is involved. The one thing that keeps us all marching to the same beat is our patient centered focus. At Novo Nordisk, you will help patients around the world. As their needs evolve, so does our challenge to find better and more innovative ways to improve their quality of life. We’re changing lives for a living. Are you ready to make a difference?

The Position

This position is responsible for managing the day-to-day operations of Patient Safey & Technical Complaints Contact Center. This role ensures the program and its agents are set-up for success while also looking forward and preparing for future needs. This position identifies and executes new opportunities related to Patient Safety/Technical Complaints Contact Center operations to ensures NNI provides best-in-class support to our patients. The position requires a highly motivated individual who can work cross-functionally and independently in order to accomplish objectives.

Relationship

Reports to the Director, Patient Safety Data Acquisition and Support. Interacts with colleagues within Patient Safety, Patient Support Programs team, Commercial Operations, Commercial, NNI IT and Telephony, Medical Information, Product Safety, Regulatory, Quality, Legal, Privacy and Finance. External relationships include Customer Care program vendor, other patient support program vendors, marketing agencies and professional services vendors.

Essential Functions

+ Operational Management And Business Suppport:

+ Lead existing Patient Safety & Technical Complaints Contact Center day to day operations with a focus on Patient Safety

+ Support all inline and future launch products across the NNI portfolio. This includes supervising product technical complaints, contact centers and related reimbursement support programs/services

+ Expert in identifying and reporting adverse events, product technical complaints and other safety information related to Novo Nordisk products and in compliance with Novo Nordisk and FDA requirements

+ Responsible for the creation of vendor call scripts, including stewarding material through the Promotional Review Board process (if applicable)

+ Optimizes multi-media communication (letters, emails, fax, text) to facilitate live patient support operations and Patient Safety Operations

+ Champion integrated approach for technology development and experience delivery across channels and Patient Support Programs and other safety requirements

+ Manage Follow-up process for Patient Safety support gathering of key patient safety data for adequate assessment

+ Support Source Data Verification of call center calls and other intake channels as required to ensure all safety information and Technical complaints are transferred to safety and quality databases

+ Ensure all vendor partners are up to date on all NNI training in collaboration with CMR KTA teams. Manages all aspects of training materials creation and documentation to ensure vendor compliance

+ Program Compliance:

+ Implements recommendations and implements program changes to ensure ongoing compliance, industry competitiveness and operational excellence

+ Facilitates regularly scheduled call quality calibrations, providing feedback and guidance

+ Trains vendor teams on new processes, develops process documentation and quality control documentation of data acquisition and support channels as needed

+ Collaborate on performance dashboards and interpret data for purposes of assessing trends, identifying opportunities and performance against defined KPIs

+ Manage external partner performance against contractual arrangements, SOPs, KPIs, and budget

Physical Requirements

0-10% travel required.

Development of People

Verbiage below applies only to Supervisory roles; it is removed for individual contributors - DO NOT EDIT. Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process. Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility. Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.

Qualifications

+ Education:

+ Education Level: Bachelor’s degree or equivalent relevant experience required; Health Care/Health Sciences (eg. Nursing, Pharmacy etc) preferred

+ Experience Level:

+ A minimum of 3 years of patient safety, case management, market access, and/or other related roles required. Pharmaceutical, Patient Safety or health care experience preferred

+ Specific or technical job skills:

+ 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.

Novo Nordisk is currently in the process of adjusting job titles globally. Please note that the job title listed in this advertisement may be subject to change. More detailed information will be provided during the recruitment process.

The base compensation range for this position is $81,010 to $145,820. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance.

Novo Nordisk offers long-term incentive compensation and or company vehicles depending on the position's level or other company factors.

Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

We’re not your typical healthcare company. In a modern world of quick fixes, we focus on solutions to defeat serious chronic diseases and promote long-term health. Our unordinary mindset is at the heart of everything we do. We seek out new ideas and put people first as we push the boundaries of science, make healthcare more accessible, and treat, prevent, and even cure diseases that affect millions of lives. Because it takes an unordinary approach to drive real, lasting change in health.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.