Associate Director/ Director, Medical Information
14d ago

Job Description

Medical Information & Customer Solutions, Director of Operations

Job Responsibilities

The Medical Information & Customer Solutions Director of Operations has two main responsibilities :

Lead the development of new Gilead Corporate Call Center with a third party, manage the vendor that operates the call center, and drive initiatives to improve the experience of customers who contact Gilead through local and toll-

free phone lines in the United States. Responsible for enabling operational excellence within the Medical Information Department.

Key responsibilities include identifying and developing solutions to improve efficiencies and reduce risk across the department.

In addition, the Director will lead efforts to ensure inspection readiness, develop and maintain functional policies and procedures, quality assurance, measuring operational effectiveness, and manage the operations staff.

Routine responsibilities may include :

  • Lead functional process improvement initiatives from project initiation through implementation and monitoring by utilizing appropriate process management methodologies
  • Managing vendors who provide Medical Information and / or Call Center Services
  • Lead and oversee cross functional activities to ensure application of appropriate process standards
  • Work closely with multiple departments to harmonize processes, tools, and documents across multiple regions and countries
  • Updating and ensuring compliance to Gilead standard work practices and operating procedures
  • Identify areas for operational efficiencies and areas of risk
  • Developing and communicating metrics for other internal departments
  • Developing policies and procedures and developing & leading any relevant training for Medical Information personnel and relevant cross-
  • functional business partners

  • Develops and applies complex and often long term strategies to promote global alignment across medical information geographies
  • Developing and implementing a quality assurance plan for key Medical Information & Call Center activities
  • Knowledge / Skills

  • Excellent leadership, interpersonal, and verbal and written communication skills
  • Strong communication skills and ability to navigate through ambiguity
  • Ability to build strong relationships and have a customer focused mindset
  • Strong ability to partner effectively in a matrix organization and influence cross-functionally at various levels.
  • Experience in independently facilitating and leading cross-functional teams through analysis planning and decision making
  • Previous experience leading projects and change management activities
  • Proven track record in working in a dynamic, cross-functional environment
  • Highly self-motivated and able to perform multiple tasks in a timely fashion
  • Excellent project management, analytical, strategic-thinking, and problem-solving skills
  • Knowledge of applicable regulations regarding the dissemination of medical information, drug promotion and adverse event and product quality complaint reporting
  • Specific Education and Experience Requirements

  • MS / MA and 10 years of relevant experience required
  • Minimum of 10 years of experience in the pharmaceutical industry, with a minimum of 8 years of experience in Medical Information, Medical Communications, Call Center, or Customer Service is required.
  • Minimum of 5 years line management experience
  • Advanced scientific or medical degree (MD, PhD, Pharmacy, RN or equivalent) is preferred.
  • Apply
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