Troubleshooting Tips
Job Title:
Job ID:14717
Location:Berkeley Heights, NJ - 400
Offsite Territory:
Full/Part Time:Full-Time
Regular/Temporary:Regular
Category:Medical Affairs
Department:Scientific Communication - 3654
Celgene Corporation is committed to delivering innovative therapies designed to improve the lives of patients worldwide. We are a global biopharmaceutical company with operations in more than 70 countries that is helping to turn incurable cancers into chronic, manageable conditions. We are seeking talented professionals as we continue to grow and advance our efforts in oncology, hematology and immune and inflammatory disease. If you would like to join a company where you can make a difference, please consider the Celgene family.
RN, RPh, Pharm.D. or equivalent required
1-3 years of Drug Information or related experience
2+ years of clinical experience preferred
Relevant therapeutic background desired
Position Summary
Serves as a frontline Specialist responsible for engaging healthcare professional customers in rich clinical dialogue and providing such customer support as literature searches and other therapeutic activities as needed. Responds to requests for medical information received directly from healthcare professionals/consumers as well as those facilitated via Field Representatives on Celgene marketed and pipeline products. Ensures that the medical information provided is current, accurate, fair-balanced and timely. Provides medical information responses to healthcare professionals and consumers within industry standards/guidelines and ensures that the interaction is accurately and comprehensively transcribed within the Global Medical Information database. Serves as initial touch point for general inquiries from internal business partners and appropriately interacts with other areas to obtain information needed to expedite the handling of requests from external individuals. Raises awareness of emerging topics. Partners with Sales Training on initiatives such as training of the Sales Field and review of materials. Responsibilities also include the identification and handling of adverse events and product quality complaints following departmental procedures.
Core Responsibilities:
1. Responsible for providing superior quality customer support through use of soft phone skills, active listening, asking clarifying questions, and demonstrating patience and empathy while ensuring issue resolution.
2. Utilizes the appropriate information resources to respond to medical information inquires regarding the company’s marketed and/or investigational pharmaceutical products received via phone, fax, email, website as well as internal requests; accurately transcribes all aspects of the interaction within the Global Medical Information database.
3. Identifies, obtains pertinent data, and accurately processes any reported adverse events (AEs) and product quality complaints (PQCs) to Drug Safety and Quality Assurance Complaint department, respectively, in accordance with policy and procedures.
4. Interacts with Sales Field, Regional Medical Liaisons and others to expedite the handling/completion of medical information requests for health care providers and consumers.
5. Maintains knowledge base across all products and therapeutic areas of focus and ensures that all inquiries are responded to in a comprehensive manner. Liaises with Therapeutic Team to build on existing clinical foundation in relevant therapeutic area(s) and serve as a therapeutic area liaison for other members of the Contact Center Team.
5. Appropriately triages customized/in-depth inquiries to Therapeutic Teams.
7. Identifies emerging inquiry topics as well as inquiries for which standard responses do not exist; raises awareness of such instances among colleagues and entire Medical Information Team.
8. Maintains key resource documents for the group including but not limited to internal contact lists, FAQ documents, and work processes.
9. Demonstrates the ability to organize and prioritize assigned workload and to employ efficient time management strategies when performing medical information activities.
9. Determines priority of medical information requests and how such inquires should be answered. Possesses the ability to recognize urgent inquires and escalates appropriately.
11. Attends medical congresses to staff Medical Affairs section of the booth and act as an information resource for the Company’s products.
12. Performs sales and marketing-related support functions such as clinical product and overall Medical Information training for the sales field, performing requested literature searches, and reviewing of sales training materials as needed. Monitors and reviews literature resources regarding company and competitor products, and updates department on relevant new literature as assigned by supervisor.
13. Assists with key Contact Center Team projects and performs other responsibilities as assigned by supervisor.
14. Acts as a resource for the Medical Information Coordinators.
15. Participates in on call schedule to provide 24-hour medical information coverage, as needed.
Other Responsibilities
1. Conducts business in accordance with Celgene Values.
2. Completes all assigned SOPs and training within designated timeframe and adheres to job-specific SOPs and work instructions.
3. Conducts/assists in the overall training of new Medical Information personnel and students in graduate experiential programs to ensure key activities are incorporated as part of the training.
4. Dedicated to continuous learning to broaden therapeutic area knowledge and pharmaceutical industry acumen.
Skills/Knowledge Required:
- Must be a team player with a positive attitude willing to work in an environment where individual initiative and accountability to the team are required
- Strong written and verbal communication skills
- Working knowledge of Customer Contact Center systems (database, telephony)
- Proficient in MS office applications
- Some travel required to represent company at medical conferences, presentations, and other meetings
- Individual must be capable of working independently with limited direction, as well as part of an integrated team, and have flexibility to react to changing priorities
- Excellent organizational skills
- Results and solutions oriented
- Ability to partner with cross-functional teams
Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.
Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.
Employment applicants requiring immigration sponsorship must disclose, when initial application for employment is made, whether or not they are legally authorized to work in the U.S. and, if so, whether that authorization permits them to work in the job they seek. In no case should Celgene support of a potential employee’s temporary visa application be construed to guarantee success of that application or amend or otherwise invalidate the "at-will" employment relationship between the employee and Celgene.