Medical Information Senior Manager, Customer Management

Senior Manager Of Customer Management

Join us as we transform immunology and deliver medicines that help autoimmune patients get their lives back. Argenx is preparing for multi-dimensional expansion to reach more patients through a rich pipeline of differentiated assets, led by VYVGART, our first-in-class neonatal Fc receptor blocker approved for the treatment of gMG, and with the potential to treat patients across dozens of severe autoimmune diseases.

We are building a new kind of biotech company, one that maintains its roots as a science-based start-up and pushes our commitment to innovate across all corners of our business. We strive to inspire and grow our company, our partnerships, our science, and our people, because when we do, we deliver more for patients.

The Senior Manager of Customer Management will assist the call center function within Global Medical Information function which will ensure timely and accurate responses are provided to unsolicited medical and clinical inquiries from healthcare professionals, patients, clinical sites and other healthcare organizations. This position will report to Senior Director, Medical Information.

Key Accountabilities / Responsibilities

Assists in the prompt and accurate responses to medical information requests from internal and external customers through the MI Response Center, email, fax and websites for US, Canada and Global

Assists in the documentation of the inquiries and responses accurately and completely comply with relevant Standard Operating Procedure (SOP) / Work Instruction and regulatory guidelines

Ensures that adverse events and product quality complaints are processed in accordance with company SOPs

Assists in the creation, review and maintenance of MI documents by ensuring that responses are medically and scientifically accurate, timely, balanced, and meet customers' needs

Ensure the highest degree of quality and medical accuracy for all outputs developed

Liaise with publications and clinical development groups to develop and maintain timely and relevant product expertise

Perform critical analysis and synthesis of internal / external literature related to argenx products and therapeutic areas of focus

Supports internal teams by providing literature reviews and medical and scientific information related to argenx therapeutic areas

Exhibits broad knowledge of assigned therapeutics areas, product labelling and regulatory guidance

Assists in maintenance of relevant knowledge repositories, including medical information responses and publications

Appropriately liaise with Drug Safety and Quality regarding adverse events and product complaints, ensuring systematic capture and timely reporting

Manages materials through the US medical, legal and regulatory review process as appropriate

Complete all work in accordance with regulatory requirements, industry standards, and argenx policies

Serves as medial affairs liaison to cross-functional groups for the incorporation of current medical / scientific information into department documents and processes

Desired Skills and Experience

Able to effectively network and partner with internal and external stakeholders and embrace cross-functional working

Strong operational capabilities, eye for detail and commitment to advance and adhere to processes

Able to identify inquirer's question(s) and formulate and communicate an accurate response

Able to search the published medical literature, evaluate published scientific information and create balanced and informative responses

Understand and demonstrate the importance of providing superior customer service to all clients to support the business

Excellent communication skills : verbal, written and when giving presentations

Able to thrive as part of a team and when working independently

Proven track record of delivering results that meet or exceed targeted objectives

Detailed understanding of industry regulations and practices relating to medical information

Bachelor's Degree in related field or healthcare qualification e.g. RN, RPh, PharmD

3+ years industry experience, working with medical information

Experience supporting Canadian teams in inquiry management is preferred

Experience working with medical information vendors

Experience in inquiry management systems

Experience in componentized content creation and content management system is preferred

Fluency in English / French / Portuguese preferred