Bristol-Myers Squibb Company

Lead, Medical Customer Engagement Quality Assurance and Compliance

Location
Princeton, NJ, US
Posted
Jun 11, 2018
Ref
R1121848
Required Education
Bachelors Degree
Position Type
Full time
About Bristol-Myers Squibb:

Bristol-Myers Squibb is a global biopharmaceutical company whose mission is to discover, develop and deliver innovative medicines that help patients prevail over serious diseases.

One shared journey is moving us forward at Bristol-Myers Squibb. Around the world, we are passionate about making an impact on the lives of patients with serious disease. Empowered to apply our individual talents and ideas so that we can learn and grow together and driven to make a difference, from innovative research to hands-on community support. Bristol-Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees the resources to pursue their goals, both at work and in their personal lives.

Associate Director of Quality Assurance and Compliance will play an important role in the day-to-day engagement quality operations as a key member of our Medical Capabilities Customer Engagement team. The manager will have direct facilitation responsibility for the Medical Contact Center partner's logistical training and assessment programs and quality engagement reviews, including analysis and feedback of quality related data.

Key Responsibilities

• Ensures quality case reviews are completed and reported in a timely fashion in accordance with BMS policies and procedures.

• Perform independent operations and quality reviews to ensure audit readiness, including all documentation and ensure proper maintenance of the materials according to established procedures.

• Identifies and prioritizes coordination of training and compliance requirements in collaboration with business stakeholders and management of his/her assigned area(s).

• Identifies quality trends and develops quality improvement plans to enhance processes and delivery of Medical Information in his/her assigned area(s).

• Manages external teams and more complex quality and training activities including the development and implementation quality plans and programs which meet the business objectives, goals or organizational readiness of his/her assigned area(s) of responsibility.

• Ensures audit readiness both internally and externally within his/her area(s) of responsibility.

• Manages quality review process and feedback to leadership/staff.

• Partners with Medical Markets, Global Pharmacovigilance and Product Quality to effectively manage compliance and accuracy objectives while delivering an exceptional customer experience.

• Provides leadership to a team of quality and training employees, provides guidance and direction in the achievement of quality objectives.

• 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.

Associate Director of Quality Assurance and Compliance will play an important role in the day-to-day engagement quality operations as a key member of our Medical Capabilities Customer Engagement team. The manager will have direct facilitation responsibility for the Medical Contact Center partner's logistical training and assessment programs and quality engagement reviews, including analysis and feedback of quality related data.

Qualifications:

o Bachelor's degree required; MBA or PharmD degree preferred

o 3-5 years of experience managing Medical Information quality programs to delivery better customer experience, preferred

o Prior Quality Assurance and/or training experience is preferred

o Demonstrated ability in managing a complex stakeholder matrix

o Strong business acumen with knowledge of the evolving healthcare landscape

o Solid organizational and time management skills, proven project management

o Demonstrated experience managing suppliers/agencies

o Demonstrated ability to collaborate across a multifunctional organization and lead by influence

o Fluent in English both written and spoken