Assoc. Director to Director, Medical Information Call Center

Incyte is a biopharmaceutical company focused on the discovery, development, and commercialization of novel medicines to meet serious unmet medical needs in oncology and inflammation and autoimmunity. Incyte is committed to the rigorous pursuit of research and development excellence to improve the lives of patients, make a difference in health care, and build sustainable value.

The Company strives to discover and develop first-in-class and best-in-class medicines-advancing a diverse portfolio of large and small molecules.

Job Summary (Primary function):

This position is responsible for providing leadership of all call center operations, including oversight of third party agencies, management of MICC system(s), ensuring audit readiness, and generation of inquiry analytics and insights. The position will also be responsible for development of annual MICC goals and objectives, as well as the handling of inbound medical inquiries, adverse events (AEs), and product complaints (PCs) pertaining to Incyte compounds from healthcare professionals (HCPs), researchers, patients, caregivers, and other customers. This is a headquarters based role in Chadds Ford, PA requiring four days in the office and allowing for one day remote.

Essential Functions of the Job (Key responsibilities):

* Manage day-to-day call center operations, including provision of outstanding customer service through timely and compliant handling of medical inquiries, AEs, and PCs consistent with Company and regulatory guidelines

* Provide oversight to third party call center agencies, including communicating pertinent business and process updates, ensuring adequate staffing, provision of training, and monitoring of AE, PC, and medical inquiry handling

* Has supervisory responsibilities for MICC team members

* Serves as member of Medical Affairs Leadership Team (MALT), and contributes actionable input towards department strategy, hiring, budget, process, and policy decisions

* Generate and disseminate metrics and analytics related to MICC operations

* Oversee the day-to-day utilization of MICC systems, and interface with IT and other functions to ensure appropriate updates and maintenance

* Develop annual MICC goals and objectives and deploy to team members

* Assist in developing written scientific materials, including custom responses, standard response documents, and Question & Answer documents (Q&As)

* Participate in cross-functional meetings to share customer insights and provide timely updates on inquiry trends and related responses

* Collaborate with global and regional Medical Affairs colleagues to develop and communicate operational standards, best practices, and relevant scientific resources

* Develop and maintain MICC-related standard operation procedures, work instructions, and other pertinent reference documents

* Ensure MICC operation operates in state of audit readiness and serve as point-of-contact for audits

* Demonstrate ongoing scientific and business expertise relevant to therapeutic areas, including products, disease state management, emerging therapies, and the competitive landscape

* Provide medical information support at medical meetings

* Comply with all guidelines, policies, legal, regulatory, and compliance requirements

Qualifications (Minimal acceptable level of education, work experience, and competency):

* Healthcare Professional (PharmD, MD, RPh, PhD in related field) with significant experience working in a Medical Information/Medical Affairs capacity for a pharmaceutical or medical device company, is required.

* Experience handling medical inquiries, AEs, and PCs, including processing in a Medical Information system, is required.

* Knowledge of FDA regulations regarding the dissemination of Medical Information, drug promotion, and adverse event and product quality complaint reporting, is required.

* Experience creating scientific content, including MIRLs, is required.

* Ability to query scientific literature (via PubMed, Embase, Scopus, etc.) and identify and summarize pertinent findings is required.

* Excellent oral and written communication skills are required.

* Excellent project management skills, including the ability to plan, prioritize, and execute multiple projects are required.

* Experience in oncology, hematology, dermatology, or immunology is strongly preferred.

* Approximately 10% travel commitments.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required.

Incyte Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer.

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Learn more at: http://www.incyte.com/privacy-policy

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