Operations Manager, Medical Communications Contact Center

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Join us as a Manager of Operations – And lead our medical information operations team, oversee the development and dissemination of accurate medical and drug information, ensure compliance with regulatory standards, and support effective communication with healthcare professionals and stakeholders.

At Thermo Fisher Scientific, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on – now and in the future.

DESCRIPTION

What You'll Do:

• May supervise program staff providing medical/clinical information, utilizing medical/clinical background to participate in, manage, and conduct quality review of medical/clinical work.

• Oversee and/or complete development of client reports and procedural documents.

• Maintain thorough program knowledge, with an emphasis on medical/clinical content (where applicable), troubleshoot program issues, monitor and ensure compliance with company policies and procedures including SOP's, protocols, and other regulations by conducting quality monitoring of staff work.

• Act as liaison between the client, program management and staff for operational issues such as workflow processes, available resources, and new initiatives impacting the program.

• Oversee all aspects of program training including conducting training, developing curriculum, and documenting and maintaining training records and curriculum.

• Act as a resource for front line staff for assistance with managing their scope of service.

• May function as the front-line healthcare professional agent to cover services including but not limited to answering medical/clinical inquiries (where applicable) and documenting contacts, adverse events and product complaints.

• Manage staff, which may include interviewing and selection, job description preparation, professional development, goal setting, performance management, coaching and mentoring, employee counseling, and separations. Approvecourses of action on salary administration, hiring, corrective action, and terminations. Review and approve time records, expense reports, requests for leave, and overtime.

REQUIREMENTS

Education and Experience:

• Healthcare Degree (Bachelor's Degree in Pharmacy or Nursing. Or Associates Degree in Nursing with 2 years nursing experience

• Operations Managers have significant experience, comparable to at least eight years, in the healthcare or pharmaceutical industry, with responsibilities involving patient counseling, providing medical information, or related healthcare support activities. Relevant clinical trial experience in the healthcare or pharmaceutical industry is preferred. Leadership experience, comparable to at least two years, is also preferred

• Education may be substituted in lieu of some years of experience for advanced degrees such as Pharm.D, Ph.D. or MS.

• In some cases a second language may be required.

• Some programs may require a Pharm.D.

• In most cases a license will be required.

• Note: Some countries (e.g., Brazil) may allow for the folllowing requirements: Other Life Science/Healthcare degrees (e.g., Biomedicine).

In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Required Knowledge, Skills, Abilities:

• Manages experienced professionals and / or subordinate management who exercise latitude and independence in their assignments. Often heads one or more sections or a small department. Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, assisting subordinates with difficult inquiries or problems, interpreting and ensuring consistent application of organizational policies, and development and implementation of unit policies and procedures. Recommends employees for employment, discipline, termination; initiates and communicates a variety of personnel actions (e.g. performance and salary reviews, promotions, time off requests, timesheet and expense report approvals).

• Strong leadership skills

• Strong attention to detail and organizational skills

• Effective verbal and written communication skills

• Excellent problem solving and analytical skills

• Demonstrated time management skills and multi-tasking skills

• Strong interpersonal and decision making skills

• Ability to coach and train staff

• Project management and implementation skills

• Excellent language skills must be demonstrated if the position requires languages other than English

• Ability to work in a team environment and/or independently as needed.

Physical Requirements / Work Environment:

• This is a hybrid-flex role with some in-office requirements

• Frequently stationary for 6-8 hours per day

• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists

• Moderate mobility required

• Occasional crouching, stooping, bending and twisting of upper body and neck

• Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs.

• Ability to access and use a variety of computer software developed both in-house and off-the-shelf

• Ability to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences

• Frequently interacts with others, relates sensitive information to diverse groups both internally & externally

• Ability to apply abstract principles to solve complex conceptual issues. Requires multiple periods of intense concentration

• Performs a wide range of complex tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence. Ability to perform under stress. Ability to multi-task

• Regular and consistent attendance

Why Join Us? When you join Thermo Fisher Scientific, you become part of a global team that values passion, innovation, and a commitment to scientific excellence. You'll work in an environment where collaboration and development are part of the everyday experience – and where your contributions truly make a difference.

Apply today to help us deliver tomorrow's breakthrough.