Medical Information Senior Manager, Customer Management

Senior Manager Of Customer ManagementJoin us as we transform immunology and deliver medicines that help autoimmune patients get their lives back. Argenx is preparing for multi-dimensional expansion to reach more patients through a rich pipeline of differentiated assets, led by VYVGART, our first-in-class neonatal Fc receptor blocker approved for the treatment of gMG, and with the potential to treat patients across dozens of severe autoimmune diseases.We are building a new kind of biotech company, one that maintains its roots as a science-based start-up and pushes our commitment to innovate across all corners of our business. We strive to inspire and grow our company, our partnerships, our science, and our people, because when we do, we deliver more for patients.The Senior Manager of Customer Management will assist the call center function within Global Medical Information function which will ensure timely and accurate responses are provided to unsolicited medical and clinical inquiries from healthcare professionals, patients, clinical sites and other healthcare organizations. This position will report to Senior Director, Medical Information.Key Accountabilities/ResponsibilitiesAssists in the prompt and accurate responses to medical information requests from internal and external customers through the MI Response Center, email, fax and websites for US, Canada and GlobalAssists in the documentation of the inquiries and responses accurately and completely comply with relevant Standard Operating Procedure (SOP)/Work Instruction and regulatory guidelinesEnsures that adverse events and product quality complaints are processed in accordance with company SOPsAssists in the creation, review and maintenance of MI documents by ensuring that responses are medically and scientifically accurate, timely, balanced, and meet customers' needsEnsure the highest degree of quality and medical accuracy for all outputs developedLiaise with publications and clinical development groups to develop and maintain timely and relevant product expertisePerform critical analysis and synthesis of internal/external literature related to argenx products and therapeutic areas of focusSupports internal teams by providing literature reviews and medical and scientific information related to argenx therapeutic areasExhibits broad knowledge of assigned therapeutics areas, product labelling and regulatory guidanceAssists in maintenance of relevant knowledge repositories, including medical information responses and publicationsAppropriately liaise with Drug Safety and Quality regarding adverse events and product complaints, ensuring systematic capture and timely reportingManages materials through the US medical, legal and regulatory review process as appropriateComplete all work in accordance with regulatory requirements, industry standards, and argenx policiesServes as medial affairs liaison to cross-functional groups for the incorporation of current medical/scientific information into department documents and processesDesired Skills and ExperienceAble to effectively network and partner with internal and external stakeholders and embrace cross-functional workingStrong operational capabilities, eye for detail and commitment to advance and adhere to processesAble to identify inquirer's question(s) and formulate and communicate an accurate responseAble to search the published medical literature, evaluate published scientific information and create balanced and informative responsesUnderstand and demonstrate the importance of providing superior customer service to all clients to support the businessExcellent communication skills: verbal, written and when giving presentationsAble to thrive as part of a team and when working independentlyProven track record of delivering results that meet or exceed targeted objectivesDetailed understanding of industry regulations and practices relating to medical informationBachelor's Degree in related field or healthcare qualification e.g. RN, RPh, PharmD3+ years industry experience, working with medical informationExperience supporting Canadian teams in inquiry management is preferredExperience working with medical information vendorsExperience in inquiry management systemsExperience in componentized content creation and content management system is preferredFluency in English/French/Portuguese preferred