Description
The MCI Manager exhibits a broad knowledge of company's products and therapeutic areas and may collaborate with other Medical Information colleagues and internal stakeholders (e.g., Functional Team Leaders, EMEA MI Area Leads, Country Relationship Managers, Drug Safety, Product Quality Complaints, and Compliance & Process Standards to meet the needs of contact centers and customers.You will be Primarily responsible for:
The management of the in house and vendor out sourced MI operation.
Provide expertise to the front line while facilitating timely, accurate responses to customers in EMEA.
Forged strong relationships with external vendor management and internal stakeholders to aid understanding of role of MCI.
Lead quarterly vendor site visits with specific objectives tailored to the business requirement.
Communicate best practise to the front line and resolution on issues to MI teams to ensure high level customer focus.
Ensure compliance in MI activities and processes.
Participate in audits and inspections by preparing case assessments, documentation and reports.
Managed the communication, investigation and resolution of issues relating to business critical issues within MI and the front line.
Review contact centres' metrics to ensure efficient use of resource in line with the contract.
Provide metrics to executive on MI activities.
Areas of expertise:
*MI
*Metrics
*Quality Monitoring
*Audit and Inspections
*Leadership
*Communication
*Process Harmonisation
*Training
*Business Operations
*Compliance