Bristol-Myers Squibb Company

Manager, Medical Customer Engagement Quality Assurance and Compliance

Location
Princeton, NJ, US
Posted
Apr 12, 2018
Ref
R1503780
Required Education
Masters Degree/MBA
Position Type
Full time
Summary:

Manager of Quality Assurance and Compliance will play an important role in the day-to-day engagement quality. The manager will have direct responsibility for reviewing worldwide cases in accordance with our policies to ensure quality measures are achieved, including analysis and feedback of quality related data.

Key Responsibilities:

Ensures Medical Information case generated within our markets are reviewed and measured against our quality standards and reported in a timely fashion in accordance with BMS policies and procedures. Assist with identifying quality trends and develops quality improvement plans to enhance processes and delivery of Medical Information in his/her assigned area(s). Ensures audit readiness both internally and externally within his/her area(s) of responsibility. Performs other duties and projects as assigned. Assist with maintenance of compliance related training records in the electronic Learning Management System (LMS). Provide subject matter expertise during audits. Review and analyze training and QA data to improve performance and to provide excellent customer service by enhancing the customer experience.

Skills and Characteristics of Ideal Candidate:
  • Must be an effective communicator with excellent verbal and written skills both in comprehension and expression.
  • Must be detail oriented and have excellent listening skills and ability to analyze and recognize subtleties in a conversation.
  • Must possess proven customer service skills.
  • Must also possess a high level of energy and motivation.
  • Ability to thrive in a fast paced environment and respond accordingly to high priority situations is essential.


Qualifications:
  • A scientific degree is required; MBA or PharmD degree preferred
  • 2-4 years of experience managing Medical Information quality programs to delivery better customer experience, preferred
  • Prior Quality Assurance and/or training experience is preferred
  • Strong business acumen with knowledge of the evolving healthcare landscape
  • Solid organizational and time management skills, proven project management
  • Demonstrated ability to collaborate across a multifunctional organization and lead by influence
  • Fluent in English both written and spoken