North America Medical Information Customer Engagement Lead: Training, Education and Process

ROLE SUMMARY

Background : Global Medical Information (GMI) is part ofthe Worldwide Medical & Safety (WMS) organization within Worldwide Research, Development and Medical. GMI is a customer-facing group whosemission is to optimize health outcomes by providing trusted clinical and scientific product information in response to customer [e.g., healthcare professional, patient/caregiver] medical inquiries. The Medical Customer Interface (MCI) team within North America Medical Information (NAMI) oversees the MI contact center operation that handles incoming medical inquiries from US and Canada based customers.

The NAMI Customer Engagement Lead responsible for Training, Continuous Education and Processes for the contact center operation is a team leader that displays mastery of MI's medical inquiry management procedures, guidelines, systems and databases required to handle customer interactions and:

• is accountable for the onboarding and continuous education curriculum strategy and execution for the MI contact center
  
• leads the development of local/regional guidelines and non-medical content for the MI contact center, and serves as a subject matter expert representing NAMI contact center for reviews or updates of global processes, and,
  
• establishes strong partnerships with NAMI's therapy area teams and a wide range of global and regional stakeholders (e.g., Safety, Product Quality, Privacy, Litigation, Commercial contact centers) to represent and advocate for the needs of the customer and MI contact center to creates positive customer interactions
  
• In addition to responsibilities for North America Region, this role will lead or serve on MI global or regional committees or initiatives.
  

ROLE RESPONSIBILITIES

Training and Education Lead Responsibilities:

• Leads the NAMI contact center training curriculum strategy and execution to ensure contact center staff readiness for compliant, high quality customer interactions
• Responsible for training material content strategy, creation and currency for frontline contact center operation
• Responsible for development and execution of user assessments and feedback on trainings/program
• Drives enhancements to the training program by reviewing user feedback, user assessments and performance
• Anticipates and adopts solutions (e.g., digital technologies, modular content, innovative and dynamic formats) that positively impact contact center learning experience and performance
• Leads the continuous education program strategy & execution for the NAMI contact center fostering culture of continuous learning and performance improvement, as well as currency on disease states, products (including launches & changes to portfolio), and processes

• Responsible for tracking contact center trainings and completion by deadlines

Process Lead & Other MCI/Team Lead Responsibilities:

• Displays mastery of MI's medical inquiry management procedures, work instructions (WI), guidelines, systems and databases required to handle customer interactions and serves as subject matter expert representing NAMI contact center for global reviews or updates of these processes
  
• Leads development of local/regional guidelines in collaboration with MI Process Effectiveness (MIPE) & Global Medical Quality Governance (GMQG) Leads
  
• Leads development non-medical content for contact center and collaborates with wide range of global and regional stakeholders (e.g., Compliance, Legal, Security, Privacy, GCMC, Patient Assistance, CEP Programs, Customer Service, Safety, Product Quality) on creation, review and maintenance to support the information needs of the MI contact center.
  
• Identifies and implements strategies designed to promote positive customer experience, improve operational efficiency and support simplification
  
• Manages non-medical escalations from contact center
  
• Advocates for and identifies opportunities to simplify or reduce complexity in processes or improve operational efficiency related to processes
  
• Partners closely with MCI Customer Experience Lead on contact center performance and targeted strategies to improve customer experience or efficiency
  
• Liaises with NAMI therapy-area based teams to ensure contact center readiness for product and disease state training
  
• MCI lead for business partnerships/divestitures impacting contact center ensuring appropriate guidance provided to contact center on related inquiry management
  

• Point of contact/business lead for internal/license partner audits or Inspections related to areas of accountability
  

• Recruits, develops, and manages direct reports, including all aspects of colleague performance
  
• Leads, sponsors or participates in MI Regional/Global or Cross-Functional initiative (15% time)
  
• Manages project or initiative-based budgets
  
• Member of the NAMI extended leadership team
  
• Leads the conversation by contributing, presenting or participating on leadership panels of MI professional organizations/industry meetings
  
• Promotes a culture of innovation and actively explores, identifies and implements strategies designed to promote customer/patient-centricity, improve efficiency or customer experience, or raise awareness of MI services
  
• Actively initiates collaboration and establishes relationships with Regional & Global MCI/MI colleagues and Cross-Functional Teams to achieve Global MI & Pfizer's strategic goals
  
• Models leadership behavior, Pfizer values
  

QUALIFICATIONS

• Advanced degree in a health science required
  
• PharmD or equivalent terminal doctoral degree (e.g. Doctor of Nursing Practice) highly preferred
  
• 8-10 years of relevant experience in Medical Information including leadership experience required
  
• 5-7 years of experience developing onboarding or continuous education training programs and guidelines/processes within medical information or comparable setting.
  
• Strong strategic, analytical and interpersonal skills
  
• Must be decisive, exercise good judgment in decisions, organized and with the ability to prioritize a large workload
  
• Demonstrate a breadth of diverse leadership experiences and capabilities including the ability to influence and collaborate, develop and coach others, oversee and guide the work of others to achieve meaningful outcomes and create business impact
  
• Demonstrate change agility and effectively manage through and lead change
  
• Demonstrate ability to problem-solve and network enterprise wide as appropriate to identify solutions
  
• Effectively collaborate across multiple functions
  
• Ability to work independently and be accountable, and have a sense of urgency in delivering results that have customer impact and yield a positive customer experience
  
• Rapidly adopt and utilize new digital technology or innovative ways of working and/or instructing
  
• Excellent written and oral communication skills
  
• Is a role model of Pfizer's Values of Courage, Excellence, Equity and Joy
  

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• Travel to Pfizer and vendor sites required; travel to regional and global meetings may be required as appropriate or per business need
  
• Global meetings require attendance and may be scheduled outside a standard 9am-5pm ET range either earlier in morning or later in evening
  

ADDITIONAL JOB INFORMATION

• Last Date to Apply: May 20, 2022
  
• Eligible for Employee Referral Bonus
  
• This position can be remote-based anywhere in the US or Canada.
  

#LI-PFE

Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment. As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

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