Operations Manager, Medical Communications

Work Schedule

Environmental Conditions

Job Description

At Thermo Fisher Scientific, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on – now and in the future.

Location/Division Specific Information - Based in Morrisville, NC, 1 day in office per week.

Within Medical Communications, we improve patient health by supplying medical information services to our customers, patients and healthcare providers. We engage with healthcare professionals, regulatory agencies and pharmaceutical customers to help them navigate regulatory and compliance requirements around the world. We manage medical information inquiries, document adverse events and product complaints, report product launches, prepare standard responses to inquiries and develop process improvements for customer implementation.

Discover Impactful Work:

Manages the day-to-day operations of the program team. Supports staff members so that contracted services are provided in accordance with client and company policies and procedures. May interact with the client and internal groups to discuss and resolve issues impacting client operations. Trains and supervises healthcare and non-healthcare, professional level program staff. Develops, coaches, and mentors staff.

A day in the Life:

• May supervise program staff providing medical/clinical information, utilizing medical/clinical background to participate in, manage, and conduct quality review of medical/clinical work.

• Oversees and/or completes development of client reports and procedural documents.

• Maintains thorough program knowledge, with an emphasis on medical/clinical content (where applicable), troubleshoots program issues, monitors and ensures compliance with company policies and procedures including SOP's, protocols, and other regulations by conducting quality monitoring of staff work.

• Acts as liaison between the client, program management and staff for operational issues such as workflow processes, available resources, and new initiatives impacting the program.

• Oversees all aspects of program training including conducting training, developing curriculum, and documenting and maintaining training records and curriculum.

• Acts as a resource for front line staff for assistance with managing their scope of service.

• May function as the front line healthcare professional agent to cover services including but not limited to answering medical/clinical inquiries (where applicable) and documenting contacts, adverse events and product complaints.

• Manages staff, which may include interviewing and selection, job description preparation, professional development, goal setting, performance management, coaching and mentoring, employee counseling, and separations. Approves courses of action on salary administration, hiring, corrective action, and terminations. Reviews and approves time records, expense reports, requests for leave, and overtime.

Keys to Success:

Education

• Healthcare Degree (Bachelor's Degree in Pharmacy or Nursing. Some programs may require a Pharm.D. Active North Carolina license is required.
• Call Center Experience

​Experience

• Previous experience (comparable to 5+ years) in the healthcare or pharmaceutical industry with responsibilities involving counseling or providing medical information to include leadership experience (comparable to at least 1 year).

In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills, Abilities:

• Strong leadership skills

• Strong attention to detail and organizational skills

•  Effective verbal and written communication skills

•  Excellent problem solving and analytical skills

• Demonstrated time management skills and multi-tasking skills

• Strong interpersonal and decision making skills

• Ability to coach and train staff

• Ability to work in a team environment and/or independently as needed

• Ability to maintain a positive and professional demeanor in challenging circumstances

Work Conditions:

Thermo Fisher values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive.  Below is listed the working environment/requirements for this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours.
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.
• May require travel.  (Recruiter will provide more details.)

Benefits:

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!