Ashfield Healthcare

Job Title: Supervisor

Project/Team/Department: Medical Information

 Working Hours: 2pm-1am (4 day working week)

Job Location: Remote

Salary: Competitive

Job Purpose/Overview:

Responsible for overseeing the delivery of accurate, timely, and compliant medical information to healthcare professionals, patients, and other stakeholders through the contact center. Ensuring enquiries are handled with the highest standards of medical accuracy, regulatory compliance, and customer service. Lead and manage a team of Medical Information Specialists, monitor the quality of responses, and work closely with cross-functional teams to maintain up-to-date knowledge on products, therapies, and industry regulations. This position plays a critical role in ensuring that the contact center provides valuable support and builds trust with stakeholders through effective communication and reliable information.

Key Objectives:

Team Leadership and Management:

• Lead, mentor, and manage a team of Medical information Specialists in the contact center. Set performance goals, monitor progress, and provide regular feedback to team members. Ensure the team is well-trained and up-to-date on product information, medical guidelines, and regulatory requirements.

Quality Assurance:

• Oversee the quality of medical information provided by the contact center, ensuring accuracy, clarity, and compliance with industry standards and regulations.

• Ensure contract quality standards, performance metrics and audits of medical information are performed to the highest standards. Achieve or exceed performance targets for response times, accuracy, and customer satisfaction.

• Implement and maintain standard operating procedures (SOPs) for responding to inquiries.

Regulatory Compliance:

• Ensure that all medical information distributed by the contact center complies with relevant regulations, such as EMA, MHRA, BfArM or other applicable regulatory bodies.

• Stay informed about changes in regulations and update the team and processes accordingly.

Stakeholder Collaboration:

• Collaborate with cross-functional teams and clients to ensure accurate and consistent information is shared across all channels.

• Serve as the primary point of contact for escalated inquiries or complex cases that require expert guidance or collaboration with other departments.

Data Management and Reporting:

• Oversee the collection and management of inquiry data, ensuring accurate documentation and reporting.

• Generate regular reports on contact center performance, inquiry volumes, and response quality.

• Analyze trends and share insights with relevant teams to inform internal and client facing strategic decision-making.

Training and Development:

• Develop ongoing training programs for the contact center team to ensure they are knowledgeable about new products, therapeutic areas, and industry best practices.

• Create training materials and resources to support continuous learning and professional development. Develop and retain top talent within the team, reducing turnover and enhancing team capabilities.

Customer Experience Enhancement:

• Ensure a high level of customer satisfaction by optimizing response times, improving the clarity of communication, addressing feedback from HCPs, patients, and other stakeholders.

• Identify and implement process improvements to enhance the efficiency and effectiveness of the contact center. Regularly update and refine SOPs, training programs, and resources based on feedback and changing industry standards.

Crisis Management and Issue Resolution:

• Lead the contact center’s response to urgent or crisis situations, ensuring that accurate information is provided promptly and that all regulatory requirements are met.

• Address and resolve any issues or complaints from stakeholders, working closely with legal and regulatory teams when necessary.

Job Holder Specifications:

• Qualifications and experience: Licensed Pharmacist is a requirement with 1-2 years’ experience in managing contact center operations or similar environments highly desirable.

• Leadership and Management: Proven ability to lead and develop a team, with strong skills in performance management and coaching. Commitment to delivering exceptional service and enhancing stakeholder satisfaction.

• Contact Center Operations & Data Management: Understanding of contact center technologies, metrics, and best practices. Proficiency in managing and analyzing data related to inquiry trends and performance metrics.

• Medical Knowledge & Regulatory Compliance: Comprehensive understanding of medical terminology, drug information, therapeutic areas, and regulatory requirements. Knowledge of regulatory requirements related to medical information (e.g., FDA, EMA, MHRA, BfArM). Understanding of contact center technologies, metrics, and best practices.

• Communication: Excellent verbal and written communication skills, with the ability to convey complex medical information clearly and effectively.

• Analytical & detail-orientated: Strong analytical skills to interpret data, generate insights, and make data-driven decisions. High attention to detail to ensure accuracy in medical information and compliance with regulations.

• Problem-Solving: Ability to address and resolve complex medical inquiries and operational issues efficiently. Ability to manage change and adapt to evolving regulations and business needs.

• Project Management: Experience managing projects and implementing process improvements.

• Collaborative: Strong teamwork skills with the ability to work effectively with cross-functional teams. High standards of integrity and professionalism, especially in handling sensitive medical information.

Our Leadership Commitments:

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Equal Employment Opportunity

Inizio Engage is committed to Equal Employment Opportunity. It is the policy of the Company to encourage and support equal employment opportunity for all associates and applicants without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical or mental disability, medical condition, marital status, political affiliation, sexual orientation, individual genetic information, disabled veteran or Vietnam Era Veteran Status.