Novo Nordisk

Associate Director, Patient Solutions Data Acquisition and Support

Novo Nordisk

full-time

Posted on:

Location Type: Office

Location: Plainsboro • New Jersey • United States

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Salary

💰 $175,000 - $235,000 per year

Job Level

Lead

About the role

  • Optimize the day-to-day operations of Patient Safety contact centers (Customer Care, PQC, and Patient Safety Call Center)
  • Ensure programs and its agents are set-up for success and prepare for future needs
  • Identify and execute new opportunities related to Contact Center operations to ensure best-in-class support to customers
  • Enable strategic direction for Patient Safety Data Acquisition & Support call centers ensuring alignment on processes where applicable
  • Support call center preparedness related to label updates and future launches across the NNI portfolio
  • Establish and maintain inspection readiness programs, including audit response, corrective action plans, and continuous improvement activities
  • High-level training development oversight and support across the call centers
  • Create and manage project plans, timelines, resource allocation, risk registers, and communication plans to ensure projects deliver on scope, quality, time and budget
  • Champion an integrated approach for technology development and experience delivery across channels
  • Communicate contact center data and analytics, evaluating needs to support function and communicates program performance among internal stakeholders
  • Develop solutions to effectively address issues and ensure implementation and communication of best practices

Requirements

  • Bachelor’s degree or equivalent relevant experience required; MBA-preferred
  • A minimum of 9 years of market access, marketing, project management, operations, call center 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.
Benefits
  • Medical, dental, and vision coverage
  • Life insurance
  • Disability insurance
  • 401(k) savings plan
  • Flexible spending accounts
  • Employee assistance program
  • Tuition reimbursement program
  • Voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance.
  • Sick time policy
  • Flex-able vacation policy
  • Parental leave policy
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementdata analysisrisk managementaudit responsecorrective action planscontinuous improvementtraining developmentcustomer relationship management systemstelephony systemsmarket access
Soft Skills
analytical skillsproblem-solvingdecision-makingcommunicationcustomer serviceorganizational skillsleadershiptime managementprioritizationcollaboration
Certifications
Bachelor's degreeMBA