About the DepartmentThe 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 PositionThis 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.RelationshipReports 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 FunctionsDepartment 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 requirementsResponsible 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 auditsManages contact center vendor operations by maintaining program business rules, SOPs, exceptions processes, workflows, scripting, training, and reportsSupport 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/servicesManages the PRB process for NNI contact center programsCommunicates contact center data and analytics needs to support function and communicates program performance among internal stakeholdersManages 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 complianceOversee the process of responding to customer inquiries sent via postal mail and email through the
Job Title
Senior Patient Safety Data Acquisition and Support Manager