Medical Information Senior Manager – Customer Management

argenx is a global immunology company committed to improving the lives of people suffering from severe autoimmune diseases and cancer. Partnering with leading academic researchers through its Immunology Innovation Program (IIP), argenx aims to translate immunology breakthroughs into a world-class portfolio of novel antibody-based medicines. argenx is evaluating efgartigimod in multiple serious autoimmune diseases. argenx is also advancing several earlier stage experimental medicines within its therapeutic franchises. argenx has offices in Belgium, the United States, Japan, and Switzerland.

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/Responsibilities
•   Assists 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 Global
•   Assists in the documentation of the inquiries and responses accurately and completely comply with  relevant Standard Operating Procedure (SOP)/ Work Instruction and regulatory guidelines
•    Ensures that adverse events and product quality complaints are processed in accordance with company SOPs
•    Assists in the creation, review and maintenance of MI documents by ensuring that responses are medically and scientifically accurate, timely, balanced, and meet customers’ needs
•    Ensure the highest degree of quality and medical accuracy for all outputs developed
•    Liaise with publications and clinical development groups to develop and maintain timely and relevant product expertise
•    Perform critical analysis and synthesis of internal/external literature related to argenx products and therapeutic areas of focus
•    Supports internal teams by providing literature reviews and medical and scientific information related to argenx therapeutic areas
•   Exhibits broad knowledge of assigned therapeutics areas, product labelling and regulatory guidance
•    Assists in maintenance of relevant knowledge repositories, including medical information responses and publications
•    Appropriately liaise with Drug Safety and Quality regarding adverse events and product complaints, ensuring systematic capture and timely reporting 
•    Manages materials through the US medical, legal and regulatory review process as appropriate
•    Complete all work in accordance with regulatory requirements, industry standards, and argenx policies
• Serves as medial affairs liaison to cross-functional groups for the incorporation of current medical/scientific information into department documents and processes.

Desired Skills AND Experience
•    Able to effectively network and partner with internal and external stakeholders and embrace cross-functional working 
•    Strong operational capabilities, eye for detail and commitment to advance and adhere to processes
•    Able to identify inquirer’s question(s) and formulate and communicate an accurate response 
•    Able to search the published medical literature, evaluate published scientific information and create balanced and informative responses 
•    Understand and demonstrate the importance of providing superior customer service to all clients to support the business
•    Excellent communication skills: verbal, written and when giving presentations
•    Able to thrive as part of a team and when working independently
•   Proven track record of delivering results that meet or exceed targeted objectives
•    Detailed understanding of industry regulations and practices relating to medical information.
•    Bachelor’s Degree in related field or healthcare qualification e.g. RN, RPh, PharmD
•    3+  years industry experience, working with medical information
•    Experience supporting Canadian teams in inquiry management is preferred
•    Experience working with medical information vendors 
•    Experience in inquiry management systems
•    Experience in componentized content creation and content management system is preferred
•    Fluency in English/French preferred

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