Medical Contact Center Oversight and Strategy Lead
Pharmaceutical Company
Job Title: Medical Contact Center Operations & Vendor Management Lead Workplace Type: Hybrid Employment Type: Contract on W2 Contract Duration: 12+ Months Work Schedule: Monday-Friday | Standard Business Hours About the Role We are seeking an experienced Medical Contact Center Operations & Vendor Management Lead to oversee a pharmaceutical medical contact center and drive operational excellence through strategic vendor management, compliance oversight, and digital transformation initiatives. This role will partner closely with cross-functional stakeholders to ensure best-in- class customer experience while supporting Medical Information, Adverse Event Intake, Clinical Trial Information, Compassionate Use Programs, and related patient support services. The ideal candidate has extensive experience managing outsourced medical contact center operations within the pharmaceutical industry and possesses strong leadership, compliance, and operational governance expertise. Key Responsibilities Oversee day-to-day operations of outsourced medical contact center vendors. Manage vendor governance, KPIs, SLAs, and performance improvement initiatives. Lead operational reviews and continuous improvement efforts. Ensure compliance with GCP, GVP, and pharmaceutical regulatory requirements. Support Medical Information, Adverse Event Intake, Clinical Trial Information, and Compassionate Use programs. Develop operational oversight plans and business continuity strategies. Manage budgets, forecasting, resource planning, and Statements of Work (SOWs). Drive digital transformation initiatives including AI, automation, CRM optimization, and advanced analytics. Collaborate with Medical Affairs and cross-functional business partners. Deliver a best-in- class customer experience through operational excellence. Required Qualifications Pharmaceutical industry experience required. Proven experience managing Medical Contact Center operations. Experience overseeing outsourced service providers. Knowledge of Medical Information operations. Experience with Adverse Event intake processes. Familiarity with GCP and GVP regulations. Experience managing KPIs and SLAs. Experience with CRM platforms (Salesforce, Veeva, or similar). MBA or advanced healthcare degree is a plus. #J-18808-Ljbffr Pharmaceutical Company
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