Overview

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

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