Manager - Technical Complaints Call Center Oversight

Manager - Technical Complaints Call Center Oversight

Facility : Reg Affairs & Safety Pharmacovigilance

Location : Plainsboro, NJ, US

About The Department

The Clinical, Medical and Regulatory (CMR) department at Novo Nordisk is one of the most diverse and collaborative groups within the organization. From healthcare provider interactions and developing and implementing regulatory strategies with the FDA to providing medical education and collecting data to support efficacy and new product development, CMR is involved. The one thing that keeps us all marching to the same beat is our patient centered focus. At Novo Nordisk, you will help patients around the world. As their needs evolve, so does our challenge to find better and more innovative ways to improve their quality of life. We're changing lives for a living. Are you ready to make a difference?

The Position

The Manager - Technical Complaints Call Center Oversight is responsible for overseeing the initial evaluation of technical complaints for US Operations (USO) post-marketed products from all the sources. This role is crucial in handling customer technical complaints to support a positive patient experience and ensure technical complaints are managed with internal timelines, compliance and regulatory requirements.

Relationships

Reports directly to Patient Safety LT member. Collaborates with the other departments within Patient Safety organization and Global Patient Safety. Occasionally this role will interact across CMR (i.e. Regulatory) and outside of CMR (i.e. Customer Care Call Center). Involves external vendor management handling technical complaints.

Essential Functions

• Act as a key liaison between the Technical Complaint Processors and Patient Safety Case Management, facilitating communication and addressing escalations to enhance overall team performance
• Provide mentorship and coaching to Technical Complaint Processors, and evaluate quality and adherence to KPIs responsible for the overall management of vendor operations for the Technical Complaint team
• Manages external partner performance against contractual arrangements, SOPs, KPIs, and budget
• Collaborates on case volume forecasts and tracks volume trends to help inform agent staffing requirements
• Provide guidance on more complex cases that require advanced assessment / decision-making
• Oversight and ensure adherence to required timelines
• Manage escalations from Technical Complaint Processors and resolve issues in a timely manner
• Serve as Technical Complaint Processing Team's safety system manager
• Oversight of quality management : Facilitates and / or participates in regularly scheduled call quality calibrations, provides feedback on quality assurance activities and case review
• Identify procedural deficiencies and opportunities for process improvements; make improvement recommendations to management and lead implementation of solutions
• May collaborate with Global Safety to align on case handling instructions across safety sites by attending relevant global meetings and coordinating dissemination of information and actions
• Ensure inspection readiness and support audits / inspection as required
• Assist Patient Safety team projects as required
• Ensure compliance with role-specific training plans and applicable reference documents

Physical Requirements

Approximately 0-10% overnight travel.

Qualifications

Novo Nordisk is currently in the process of adjusting job titles globally. Please note that the job title listed in this advertisement may be subject to change. More detailed information will be provided during the recruitment process.

The base compensation range for this position is $116,810 to $216,100. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance.

Novo Nordisk offers long-term incentive compensation and / or company vehicles depending on the position's level or other company factors. Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto / home insurance. The Company also offers time off pursuant to its sick time policy, flexible vacation policy, and parental leave policy.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. We're not your typical healthcare company. In a modern world of quick fixes, we focus on solutions to defeat serious chronic diseases and promote long-term health. Our unordinary mindset is at the heart of everything we do. We seek out new ideas and put people first as we push the boundaries of science, make healthcare more accessible, and treat, prevent, and even cure diseases that affect millions of lives. Because it takes an unordinary approach to drive real, lasting change in health.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations. If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.