Team Lead - Medical Information
- Dr Reddys
- 3 - 6 years
- Hyderabad
- 3 months ago
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Job Description
Role and Responsibilities
- Customer Services Cell (CSC)
- Effectively manage the team to
- Ensuring Efficient Quality Complaint and Adverse Event Processing
- Collection of Complaint samples, original bill copy from customers through marketing team, sending them to QA and collection of filled CIOMS and sending them to PV teams.
- Ensuring the free flow of complaints with regard to their Logging and Closing through CSC mail/telephone.
- Follow-up with the Customers, Marketing, Pharmacovigilance and Quality Assurance teams for better processing of complaints.
- Monthly Reconciliation of AEs with the (GPVC) Pharmacovigilance Team.
- Answering Product related Queries of the Customers via Customer Services Mail Box on daily basis
- Effectively manage the team to
- Medical Information (Info-Jini) services
- Effectively manage the team in
- Addressing scientific Power point presentation requests received from HCPs through the sales team and Medico-Marketing Team
- Responding to the Scientific Query Requests from the external customers sent through the sales team and Medico-Marketing Team
- Managing clinical queries related to GGI portfolio products by providing scientific evidence based literature to sales or marketing team
- Administrative work - to ensure proper compilation and extracting of the data in Info-jini. Preparation of log-sheets, Monthly report sheets, outsourcing, archiving, maintenance of Journals & library/database.
- Effectively manage the team in
- Toll-Free services
- Manage the roster of team members in ensuring full coverage of the toll-free services.
- Effectively manage the team in handling calls from various external stakeholders on product queries and reporting quality/PV complaints. Maintain logs of the calls and appropriately report to the internal teams through customer services cell
- Cross functional interaction for closure of issues
- Effectively manage a customer facing team which interacts with multiple external and internal stakeholders in the process of handling and closing the customer queries/complaints, Adverse event reporting, Medical information requests from the doctors, information requests from various governmental/non-governmental/regulatory agencies.
- Team management
- Responsible for recruitment and managing the right talent through proper review mechanism adhering to Dr Reddys policies and procedures.
- Training
- Assign team members and provide training to the Sales Teams in order to ensure their understanding of Customer services and Info-jini processes to achieve their compliance with the processes.
- Audits
- Ensure all the documentation is in place for effectively facing various internal and external audits.
- Ensure the proposed corrective and preventive action plans (CAPA) are implemented and adhered with.
Related Experience requirement
- Minimum 5 years of experience in Regulatory Affairs/PV/Medical Information
- Managerial experience/Training in medical writing/customer services/call centers will be added advantage
Competency requirement
- Working expertise
- Proficiency in MS word, Excel, Powerpoint
- Sound scientific knowledge
- Proficiency in literature search
- Strong scientific acumen in interpretation of medical data and presenting them in simple presentations
- Collaboration and ability to work in a matrix environment
- Excellent interpersonal & communication skills to effectively interact with a broad range of audience
- Behavioral Skills
- Excellent interpersonal & communication skills to effectively interact with a broad range of audience
- Ability to interact and handle challenging internal and external stakeholders
- Innovative problem solving mindset
- Driving quality standards by taking everyone along
- Integrity driven decision making skills
- Anticipating the unanticipated
- Eye for detail
- Self-awareness and adaptability
- Result oriented and performance driven
- Strong sense of empathy in addressing customer calls
Physical requirements/working conditions
The role is office based. Desk job. Ability to handle multiple customer calls in a day (as per the roster)
Pharm-D/M-Pharm
About the Department
Global Generics India
Global Generics India business journey began in 1986. In the last three decades, we have grown as a trusted name in the healthcare industry and rank as one of the top 10 Pharma Companies in the Indian Pharma Market (IPM) as per IQVIA MAT (November 2022). Our commitment to Lead Ahead has helped us move ranks from 16th position to 10th position (IPM) in the last four years. We are a fast-growing organisation with double-digit growth and significant market share in domestic markets. Currently, we rank among the top 5 in oncology, anti-allergy and gastrointestinal diseases and the top 10 in a few other therapy areas. Our focus is on leveraging our digital capabilities, collaborations, innovations and inorganic opportunities to become the top 5 companies in the Indian Pharma Market.Benefits Offered
At Dr. Reddys we actively help to catalyse your career growth and professional development through personalised learning programs.
The benefits you will enjoy at Dr. Reddys are on par with the best industry standards. They include, among other things and other essential equipment, joining & relocation support, family support (Maternity & Paternity benefits), learning and development opportunities, medical coverage for yourself and your family, life coverage for yourself.Our Work Culture
Ask any employee at Dr. Reddys why they come to work every day and theyll say, because Good Health Cant Wait. This is our credo as well as the guiding principle behind all our actions. We see healthcare solutions not only as scientific formulations, but as a means to help patients lead healthier lives, and were always attuned to the new and the next to empower people to stay fit. And to do this, we foster a culture of empathy and dynamism. People are at the core of our journey over the last few decades. They have been supported by an enabling environment that buoys individual ability while fostering teamwork and shared success. We believe that when people with diverse skills are bound together by a common purpose and value system, they can make magic.
For more details, please visit our career website at https://careers.drreddys.com/#!/
Job Classification
Industry: Pharmaceutical & Life SciencesFunctional Area / Department: Healthcare & Life SciencesRole Category: Health InformaticsRole: Allied Health ManagerEmployement Type: Full timeContact Details:
Company: Dr ReddysLocation(s): Hyderabad
Keyskills: medical writing literature search team management pv customer service center interpersonal skills training problem solving medical summarization sales excel marketing team leading recruitment compliance regulatory affairs word closure powerpoint communication skills
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