Director, Medical Information Communication Channels
Johnson & Johnson
June 22, 2018
Titusville, New Jersey
Full Time - Experienced
Director, Medical Information Communication Channels(Job Number: 4123180614)
Description: Janssen Scientific Affairs, LLC is recruiting for a Director, Medical Information Communication Channels located in Titusville, NJ.
At the Janssen Pharmaceutical Companies of Johnson & Johnson, what matters most is helping people live full and healthy lives. We focus on treating, curing and preventing some of the most devastating and complex diseases of our time. And we pursue the most promising science, wherever it might be found.
Janssen Scientific Affairs, LLC is dedicated to providing medical information and consultative support to the Janssen pharmaceutical companies.
We are Janssen. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it.
The Director, Medical Information Communication Channels (MICC) is a critical role within the Medical Information area of Janssen Pharmaceutical Companies of J&J in support of intake of adverse events (AEs), product quality complaints (PQCs) and unsolicited requests for information from customers, both consumers and healthcare professionals (HCPs). This customer and compliance focused position assures continuous business processes and uninterrupted provision of operations and services for 1-800-Janssen and related omni channel modes of contact to our companies, while assuring all product events are efficiently managed, service levels maintained and customer experience is optimized.
The Director takes the lead in developing, shaping and implementing Medical Information Communication strategies and objectives in support of department, division and Janssen goals. This leader also provides sponsorship, leadership and/or oversight of local, regional or global Medical Information and/or Scientific Affairs projects, programs or governance models.
The Director will oversee the operations of the Medical Information Contact Center (internal and external) and related omni channel modes of communications, including accountability for vendor(s) secured to handle customer communications. The position leads, engages and develops team members and oversees workforce management, budget, tracking of metrics, reporting and analytics. The Director will work closely with Systems Operations to assure a quality and compliant organization, and works closely with Medical Information to develop scientific product knowledge expertise of staff
Strategy & Operations Management: • Leverages business expertise to strategically guide team direction and activities. Employs innovative thinking, and analyzes and distills business data into actionable, meaningful plans and strategies that may have a local, regional and/or global impact. Develops and cultivates strategic internal and external relationships. Coaches team to drive mutually-beneficial partnering opportunities and value-added solutions. Proactively identify, shape and deploy strategies/opportunities for optimization, knowledge sharing and process excellence. • Includes oversight and execution of day-to-day workforce management, monitors the flow of customer contacts and statistical trends to assure seamless scheduling for coverage of the Medical Information Contact Center; provides oversight to major vendor(s) to assure that processes are consistently followed in accordance with standards for handling of Medical Information requests.
Deploy resources and budget: • Recruit and hire qualified, knowledgeable staff. Develop team for optimal performance and customer focus. Promote continuous learning and foster a team environment across the department. Manage MICC budget, expenses, and compensation. Provide an environment which encourages the company's commitment to inclusion, equal employment opportunity and the value of a diverse work force.
Assure compliant and quality organization through alignment to and consistent execution of business processes: • Work closely with Systems Operations for quality oversight to assure adherence to established policies and standards for intake of AEs and PQCs and instill an active compliance culture within the organization. Represents the complaint intake process during internal audits and health authority inspections.
Oversee all product events to assure their effective management: • Enable organization to manage product situations, including planning for new product launches and handling of crisis events through flexible urgent incidence response. Identify potential impacts that threaten the MICC organization and provides a framework for building resilience and capability for effective response.
Develop and maintain sustainable metrics, analytics and reporting of key performance indicators, operational effectiveness, and voice of customer data trends: • Identifies issues and determines resolution based data; values and monitors customer satisfaction.
• Bachelors degree required; MA/MS/MBA/PharmD preferred • Education area of focus preferred: Digital Medical or Customer Communications; Nursing; Information Systems Mgmt; Pharmacy; Medical or related subject • Minimum of 10 years' related experience required • Sound knowledge of customer communications channels required • Demonstrated success leading and managing professional staff, and developing talent required • Project management of large and complex business projects required • Audit and health authority inspection experience required • Management of the operations of a customer contact and communications center highly preferred • Understanding of the pharmaceutical industry a plus • Digital Literacy highly preferred • Global mindset highly preferred • Has demonstrated competencies for creativity, problem-solving, and developing innovative solutions preferred • Strategic thinking and planning ability required • Strong interpersonal communication skills required • Strategic thinking and planning ability required • Sense of urgency to manage situations with ability to remain calm required • Ability to build consensus and impact outcomes required • Business continuity, crisis management, or disaster recovery experience highly preferred • Up to 15% travel, mostly domestic; some international required. Ability to work nights and weekends during a crisis event and/or audits & inspections.
Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
Primary Location: North America-United States-New Jersey-Titusville