Associate Director - Patient Support Solution Quality and Safety

About the Department
The Finance, Insights & Enterprise Solutions department brings insights and intelligence to inform decision making & drives digitalization and business solutions to attain NNI goals. Finance, Insights & Enterprise Solutions works closely across the organization to guide enterprise-wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. Our focus on innovation ensures we're constantly building future capabilities. We're responsible for regulating accounting, upholding workplace safety, managing our supply chain and sampling, supporting technological and data innovation, insights and analytics, delivering patient support solutions, maintaining our facilities and assuring the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent, and we reward hard work and dedication with opportunities for continuous learning and personal development. Are you ready to maximize your potential with us?
The Position
The Associate Director will be the lead who is responsible for ensuring that all aspects of our patient quality and safety operations meets standards. This position requires a highly motivated individual who can work cross-functionally to innovate and increase operational efficiency, allowing quality monitoring activities to scale as the organization and contact volume grows.
Relationships
Reports to the Sr. Director, Patient Support Solution Quality/Safety Associate Director. Interacts with colleagues within Patient Support Programs, Patient Safety, Quality, NNI IT and Telephony, Medical Information, Compliance, Regulatory, Legal and Privacy.
External relationships include Patient Support program vendors and professional services (including technology and platform support).
Essential Functions

• Partners with PSS Program Management team to ensure vendor compliance with all quality/safety requirements; educates on process requirements
• Partners with compliance and Program Management team on build and design of programs
• Expert in identifying and reporting adverse events, product technical complaints and other safety information related to Novo Nordisk products and in compliance with Novo Nordisk and FDA requirements
• Understands PSP operations, including program business rules, SOPs, systems used (including CRM, Safety system and PSP dashboarding tools), exceptions processes, workflows, scripting and training
• Enhance the PSP customer experience via benchmarking, customer feedback, auditing and active call monitoring
• Review contacts handled by external vendor agents to ensure proper identification and reporting of Safety information, including complete and accurate detail processed into the correct systems
• Quality monitoring activities to include CRM system case evaluation, Safety system case evaluation, retroactive call listening, call transcription review, email case review, postal mail case review, agent screen recording review
• Develop, execute and refine process for oversight of Vendor's quality check function
• Track and report vendor performance and compliance to program Business Rules and SOPs
• Ensure consistency of standards governing customer interactions across Patient Support Programs
• Collaborate with PSP team members, IT and Patient Safety on automation and technical enhancements that may make quality review more efficient or scalable
• Analyze call center data to identify trends and areas of improvement
• Prepare quality metrics for PSP leadership and support with action plans to address issues
• Ensure strong collaboration with relevant cross-functional stakeholders
• Facilitate or participate in call quality calibrations, providing feedback and guidance

Physical Requirements
0-10% overnight travel required.
Qualifications

• Bachelor's degree or equivalent experience required
• 8+ years of operations, quality assurance, call center, compliance, project management, operations and/or other related roles required. Pharmaceutical or health care experience preferred
• Understanding of regulatory requirements and guidelines related to patient safety, pharmacovigilance and pharmaceutical operations
• Excellent oral and written communication skills
• Excellent project management skills, with ability to juggle multiple priorities and move projects forward while maintaining high quality
• High attention to detail and strong organizational skills
• Proactively identifies opportunities to streamline processes
• Ensures timely execution and follow-up and ability to meet deadlines
• Maintain robust compliance, quality and privacy standards in handling customer information and programs
• Intermediate proficiency in Windows, MS Word, PowerPoint and Excel required

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we're life changing.
Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.
If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.