Senior Specialist, Shared Services Management – Medical Team Member

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🔥 0 minutes ago

🌲 North Carolina, Pennsylvania, +1 more states – Remote

🌲 North Carolina – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

💵 $106.2k - $167.2k / year

⏰ Full Time

🟠 Senior

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MSD

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1891

🧬 Biotechnology

💊 Pharmaceuticals

⚕️ Healthcare Insurance

Biotechnology • Pharmaceuticals • Healthcare Insurance

MSD is a leading biopharmaceutical company known as Merck & Co. , Inc. in the United States, Canada, and Puerto Rico, and as MSD globally. The company focuses on scientific innovation to deliver medicines and vaccines for various health challenges, including oncology, vaccines, infectious diseases, and cardio-metabolic diseases. MSD operates multiple divisions, including Human Health, Animal Health, and Research & Development. With approximately 75,000 employees worldwide and a significant investment in research and development, MSD is committed to improving global health through its scientific advancements. Additionally, the company places a strong emphasis on diversity, inclusion, and corporate responsibility. MSD’s operations extend worldwide, offering opportunities in numerous regions and promoting diversity and innovation in all aspects of its business.

📋 Description

• Resolve customer questions and concerns effectively and efficiently through active listening • Respond to our company's National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and company databases. • Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires • Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints • Ensures the delivery of the desired customer experience for all customer/employee engagements • Manage development and execution of both internal and external stakeholders’ multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations • Implement new strategies, share status of operations and key performance metrics, and manage escalated issues • Manage escalated customer requests to resolution and continually enhance the customer experience to achieve operational excellence

🎯 Requirements

• Bachelor’s degree (BA/BS) • Healthcare Professional Degree (e.g. RN/BSN) or equivalent healthcare experience • Healthcare experience or experience as a pharmaceutical Field Sales Representative • Ability to work the required hours for this role: 11:00 AM - 7:00 PM EST • Scientific Acumen • Exceptional Customer Service skills & experience • Strong communication; written & verbal • Ability to summarize clinical trial/scientific information • Customer-centric focus • Attention to detail • Good typing/computer skills • Ability to understand scientific information contained in Prescribing Information for products • Must pass certification upon the completion of training to demonstrate proficiency in role • Meet all compliance, quality and productivity metrics

🏖️ Benefits

• medical, dental, vision healthcare and other insurance benefits (for employee and family) • retirement benefits, including 401(k) • paid holidays • vacation • compassionate and sick days