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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 executing and optimizing the day-to-day operations of NNI contact centers, including the overall management of vendor operations and all projects related to the program. This position specializes in contact center patient support inclusive of digital, phone, and emerging media capabilities. This position will also manage and oversee Product Safety practices, monitoring and audits across all Patient Support Programs, including contact centers, reimbursement support hubs and affordability providers. 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 & Support. Interacts with colleagues within 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

+ Department Organization/Coordination:

+ 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 Product Safety compliance across all Patient Support Programs (including contact centers, reimbursement support hubs and affordability providers), establishes best practices and represents the team in Safety audits

+ Manages contact center vendor operations by maintaining program business rules, SOPs, exceptions processes, workflows, scripting, training, and reports

+ Support all in-line and future launch products which contain live patient support services. This includes working with hubs/call centers and related reimbursement support programs/services

+ Manages the PRB process for NNI contact center programs

+ Communicates contact center data and analytics needs to support function and communicates program performance among internal stakeholders

+ Manages 100+ external vendor agents and ensures 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

+ Oversee the process of responding to customer inquiries sent via postal mail and email through the Contact Us link on all NNI websites and the CC Outlook box

+ Project management- Coordinates department-wide projects and provides up to date information ensuring key milestones are met by others and project plans are sustainable

+ Drive development of company-wide processes and guidelines to support customer focused objectives

+ Proactively identify opportunities to streamline processes and enhance the quality of the analytics performed by the team

+ Customer And Line Of Business Support:

+ Develop solutions to effectively address issues/obstacles and ensure implementation and communication of best practices

+ Enhance the PSP customer experience via benchmarking, customer feedback, auditing and active call monitoring

+ Ensure strong collaboration with relevant cross-functional stakeholders

+ Program Compliance:

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

+ Oversight of performance management: Facilitates regularly scheduled call quality calibrations, providing feedback and guidance

+ Document policies, procedures, risks-controls and exception processes

+ 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% overnight travel required.

Development Of People

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 Level: Bachelor’s degree or equivalent relevant experience required; MBA-preferred

+ Experience Level: A minimum of 5 years of market access, marketing, project management, operations 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

+ Experience Managing Vendors and teams is preferred

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 $116,810 to 216,100. 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.

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.