Sr. Medical Program Specialist

In the BioPharmaceuticals Business Unit team we thrive in our diverse and vibrant environment. Part of a global research-led enterprise, there's always novel science to bring to market. It brings out the best in us - provided with all the support and tools needed and the agility to move fast. Unleash your ambition and your true self. Part of our inclusive environment where there's opportunity for global mobility, continuous learning and building best practices.

The Sr. Medical Program Specialist is a member of the Medical and Business Services Team and is a point of contact for the supplier's team performing medical and nurse support program services. This Specialist is responsible for operational services including AZIC and Nurse Support Programs. The Specialist will have subject matter expertise in medical information and nurse support program services with functional ownership of business processes and knowledge management. The Specialist is also responsible for some of the program reporting, identifying and raising insights, and trends and risk management/ mitigation. The Specialist will contribute to supplier governance and training, oversight, and case escalation resolution and for providing feedback to ensure accurate, consistent and compliant execution of medical processes.

What You'll Do
  • Own medical inquiry and nurse support program processes: develop and manage the execution of specific processes to ensure a positive customer experience and ensure adherence to regulatory and company regulations and standards.
  • Responsible for knowledge management process and procedures related to services
  • Coordinate program/service changes with supplier
  • Coordinate escalations related to services
  • Share best practices across therapeutic areas and brands identifying common areas of improvement
  • Effectively integrate business process and technology offerings with key external partners ensuring seamless support through the patient journey
  • Analyze operational performance, customer trends and data, program issues and risks to proactively recommend and contribute to the creation and implementation of improvements to processes and systems, brand programs, and mitigation of risk
  • Initiate, build and maintain appropriate and effective working relationships with key stakeholders, cross-functional teams and external vendor partners
  • Leverage capabilities and offerings to identify, explore and implement value-added opportunities to utilize existing services as well as designing configurable business solutions
  • Lead monitoring and calibration of supplier calls and correspondence and collaborate with Supplier Managers to ensure production, productivity, quality, and customer-service standards are met.
  • Drive agile methodology within business practices

Essential for the Role
  • Bachelor's degree
  • Previous experience in other functions within the pharmaceutical, biotech or related industry is preferred, e.g., case management, customer service & operations, etc
  • Familiarity with US healthcare system
  • Demonstrated understanding of the legal/regulatory requirements and corporate policies and guidelines
  • Proven ability to manage multiple priorities effectively and assign appropriate business value
  • Ability to travel (domestic U.S. travel up to 20% annually)

Skills and Knowledge:
  • Moderate level of contact center operations
  • Moderate level of medical information services and nurse support programs
  • Moderate level of reporting / data trending and insights experience

Planning and Analysis:
  • Maintain an outstanding level of individual planning, organization, and administrative skills
  • Demonstrated project management skills

  • Demonstrate strong oral, written, and group communication skills
  • Demonstrate strong presentation skills
  • Maintain frequent contact with internal stakeholders across different functions of the organization
  • Ability to influence and communicate effectively with leadership across multiple disciplines, as well as peers

Desirable for the Role
  • Current nursing or pharmacy license
  • Agile Product Owner/Manager certification

Location: Wilmington, DE

Our Wilmington campus is one of 30 production facilities in 18 countries that creates life-changing medicines for people around the world. It is also the home of our North America Biopharmaceutical Business. It's where several business functions integral to our US business are based and where 1,500 of our colleagues innovate for a higher purpose. Conveniently located near Philadelphia, our newly redesigned campus offers a positive and inclusive environment and plenty of on-site perks for employees.

Why AstraZeneca?

At AstraZeneca we're dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There's no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We're on an exciting journey to pioneer the future of healthcare.

So, what's next?

Are you already imagining yourself joining our team? Good, because we can't wait to hear from you.

Where can I find out more?

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AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

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