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Associate Director, Medical Information

Employer
Horizon Therapeutics
Location
Lake Forest, IL, United States
Start date
Oct 22, 2020

View more

Discipline
Information Technology, Information/Data Security
Required Education
Bachelors Degree
Position Type
Full time
Hotbed
BioMidwest
Working at Horizon is more than a job - it's personal. For us, success is measured by the numbers that matter most - the number of lives we touch, the number we change and those we work tirelessly to help save. We're a team of agile, out-of-the-box thinkers who are inspired to do more because we know we're a part of something bigger. We strive to build meaningful careers at a company whose values we share because when we live up to our potential, we help others live up to theirs.

Position Summary:

Management and direct oversight of the Medical Information (MI) call center supporting Horizon's product portfolio. Support the Director, MI in execution of strategic directions of the broader goals of the MI department. Ensures accurate and timely responses to unsolicited questions from healthcare professionals and consumers about our products and comply with the appropriate policies and procedures.

Responsibilities:
  • Assist the Director, MI in all aspects of the department's goals and strategies, including but not limited to operational excellence in crafting medical informational communiques, collaboration with internal stakeholders, and generation of metrics for the department.
  • Lead coordination/execution of Medical Information strategy and adoption of best practice for assigned project(s) or operations through consolidation of input from appropriate stakeholders with identification of key clinical issues, gaps, and/or process improvements
  • Develop and ensure maintenance and communication of quality documents as they apply to the Medical Information areas of leadership.
  • Maintains current awareness of published literature, regulations, guidelines, procedures and practices as it relates to competitor products, as well as Horizon's product line and diseases for which we have an interest.
  • Provide drug compendia oversight
  • Day-to-day management of call center to ensure compliant and efficient processes are being followed and all inquiries are being addressed within appropriate timelines.
  • Manages the Medical Information database and takes proactive steps to continuously improve the database to better fit the needs of the company.
  • Ensure that the medical information specialists are trained in Horizon products, related standard operating procedures, work instructions, and best practices in responding to inquiries
  • Collaborate with Pharmacovigilance, Quality and other departments in processing inquiries, adverse events, and product complaints per Horizon's policies and standard operating procedures
  • Develops and oversees metrics generation, analysis and reporting with strategic and purposeful dissemination to stakeholders; interpret Medical Information data to generate insights and gap analyses and influence effective change
  • Monitor Medical Information key performance indicators and foster process improvements toward excellence
  • Conduct product and process training for the call center and other stakeholders as requested
  • Utilizes advanced understanding and awareness of internal and external environmental changes and opportunities to ensure ongoing innovative enhancements and operational efficiencies; identifies need and implements change for departmental policy and procedure improvements.
  • Proactively review call center responses for accuracy and compliance
  • Develop policies, procedures, and processes for the call center
  • Explore opportunities to optimize call center capabilities
  • Manages Medical Information triage phone system for optimal customer inquiry fulfillment
  • Communicates and ensures integration with Medical Affairs roles and other key stakeholders
  • Escalate issues pertaining to Horizon products to upper management as needed
  • Provides after-hours coverage as needed
  • Serve as a backup in responding to external, unsolicited inquiries (via calls/web/emails/letters/other) and conducts appropriate scientific information exchanges utilizing approved labeling, standard response letters, frequently asked questions, published literature and other data
  • Assist with the student and fellowship program
  • Partner with leaders across MA, assuring close collaboration of the MI group to: meet the needs of customers; identify information gaps; leverage customer insights; align on scientific information related to medical strategies, scientific platforms, narratives, value propositions and place of product in therapy; maintain sharp focus on the customer.
  • In accordance with Horizon's philosophy around performance management and commitment to employee development, this position is responsible for: engaging, motivating and retaining direct reports; effectively coaching and providing ongoing feedback through formal and informal discussions; conducting Objective Setting/Development sessions; completing formal Performance Reviews; ensuring effective on-boarding and training of all newly hired employees; ardently managing and leading the MI group; managing resources and staff deployment to balance competing demands; consistently leading by example.


Qualifications and Skills Required:
  • PharmD degree or other healthcare-related degree required with pharmaceutical industry or related medical information/call center experience with 5+ years of experience
  • Experience in managing call center activities is preferred
  • Exceptional oral and written communication and interpersonal skills
  • Knowledge and understanding of clinical and regulatory guidelines
  • Proficiency with technology, computer literacy


Horizon Core Values & Competencies:

Growth
  • Manages Ambiguity
  • Strategic Mindset
  • Demonstrates Self-awareness
  • Cultivates Innovation
  • Develops Talent


Accountability
  • Drives Results
  • Ensures Accountability
  • Decision Quality


Transparency
  • Courage
  • Collaboration
  • Instills Trust


Horizon Therapeutics plc does not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. It is our intention that all qualified applications are given equal opportunity and that selection decisions be based on job-related factors. Any individual, who, because of a disability, needs accommodation or assistance in completing this application or at any time during the application process, should contact the Human Resources Department.

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