Requisition ID 14800BR
Title Customer Care Medical Product Specialist
Job Category Marketing
Job Description PURPOSE:
Responsible for (1) providing high level product and technical customer support of NNI marketed products through verbal responses to patients, caregivers, physicians, and other health care professionals who contact the Customer Care Center about Novo Nordisk marketed products (2) the identification and collection of primary adverse event data from patients and health care professionals (3) the collection of information from patients, caregivers, physicians, and other health-care professionals for technical reports associated with Novo Nordisk products. (4) Act as internal Customer Care resource for all non-HCP Customer Care staff, by providing guidance related to appropriate responses to consumer product information inquiries.
RELATIONSHIPS:
Reports to the Associate Manager, Customer Care. Internal relationships include frequent interactions with the NNI Medical Information department and NNI Product Safety department, as well as internal interactions with NNI Regulatory, BioPharm department, and NNI IT. External relationships include patients, caregivers, physicians, other health care professionals, and external vendors.
ESSENTIAL FUNCTIONS:
•Responds to escalated inbound telephone inquiries of a medical nature from the Senior Customer Care Coordinators. These calls are concerning Novo Nordisk, Inc. marketed products from patients, caregivers, physicians, and other health care professionals. Responses to such inquiries are beyond the scope of approved Customer Care scripts and FAQ’s.
•Uses medical knowledge and current approved product labeling to respond to medical inquiries. Responses are non-scripted.
•Provides training on the proper use and storage of all Novo Nordisk products.
•May make non-medical recommendations for updates to the Customer Care scripts.
•Refers physician and other health care professional inquiries related to off-label information and inquiries requiring response outside of approved product labeling to the Medical Information Scientists as needed.
•Identifies and collects primary adverse event data from customers and refer to NNI Product Safety for report intake and follow up.
•Collects verbal information from patients, caregivers, physicians, other health care professionals, and NNI Sales Representatives for technical reports associated with Novo Nordisk products.
•Performs data entry of customer contacts into the Customer Care database.
•Provides product and educational materials to customers.
PHYSICAL REQUIREMENTS:
May be required to work company holidays
KEY SUCCESS FACTORS: EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS
A RN or BSN with 2-4 years previous experience in a medical information call center required.
Knowledge of endocrinology (diabetes) preferred
Strong oral and written communication skills required
Ability to work in computer systems
Intermediate proficiency in Windows, Microsoft Word and Excel required
Bilingual language preferred.
Department DM - PATIENT CENTRIC CUSTOMER CARE (1)
Position Location US - Princeton, NJ
City Princeton
State/Provinces US - NJ
Degree Required High School Education Required
Percent Travel None
Title Customer Care Medical Product Specialist
Job Category Marketing
Job Description PURPOSE:
Responsible for (1) providing high level product and technical customer support of NNI marketed products through verbal responses to patients, caregivers, physicians, and other health care professionals who contact the Customer Care Center about Novo Nordisk marketed products (2) the identification and collection of primary adverse event data from patients and health care professionals (3) the collection of information from patients, caregivers, physicians, and other health-care professionals for technical reports associated with Novo Nordisk products. (4) Act as internal Customer Care resource for all non-HCP Customer Care staff, by providing guidance related to appropriate responses to consumer product information inquiries.
RELATIONSHIPS:
Reports to the Associate Manager, Customer Care. Internal relationships include frequent interactions with the NNI Medical Information department and NNI Product Safety department, as well as internal interactions with NNI Regulatory, BioPharm department, and NNI IT. External relationships include patients, caregivers, physicians, other health care professionals, and external vendors.
ESSENTIAL FUNCTIONS:
•Responds to escalated inbound telephone inquiries of a medical nature from the Senior Customer Care Coordinators. These calls are concerning Novo Nordisk, Inc. marketed products from patients, caregivers, physicians, and other health care professionals. Responses to such inquiries are beyond the scope of approved Customer Care scripts and FAQ’s.
•Uses medical knowledge and current approved product labeling to respond to medical inquiries. Responses are non-scripted.
•Provides training on the proper use and storage of all Novo Nordisk products.
•May make non-medical recommendations for updates to the Customer Care scripts.
•Refers physician and other health care professional inquiries related to off-label information and inquiries requiring response outside of approved product labeling to the Medical Information Scientists as needed.
•Identifies and collects primary adverse event data from customers and refer to NNI Product Safety for report intake and follow up.
•Collects verbal information from patients, caregivers, physicians, other health care professionals, and NNI Sales Representatives for technical reports associated with Novo Nordisk products.
•Performs data entry of customer contacts into the Customer Care database.
•Provides product and educational materials to customers.
PHYSICAL REQUIREMENTS:
May be required to work company holidays
KEY SUCCESS FACTORS: EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS
A RN or BSN with 2-4 years previous experience in a medical information call center required.
Knowledge of endocrinology (diabetes) preferred
Strong oral and written communication skills required
Ability to work in computer systems
Intermediate proficiency in Windows, Microsoft Word and Excel required
Bilingual language preferred.
Department DM - PATIENT CENTRIC CUSTOMER CARE (1)
Position Location US - Princeton, NJ
City Princeton
State/Provinces US - NJ
Degree Required High School Education Required
Percent Travel None