Associate Patient Solutions Data Acquisition and Support Director

About the Department

The Clinical, Medical and Regulatory (CMR) department at Novo Nordisk is one of the most diverse and collaborative groups within the organization. From healthcare provider interactions and developing and implementing regulatory strategies with the FDA to providing medical education and collecting data to support efficacy and new product development, CMR is involved. The one thing that keeps us all marching to the same beat is our patient centered focus. At Novo Nordisk, you will help patients around the world. As their needs evolve, so does our challenge to find better and more innovative ways to improve their quality of life. We’re changing lives for a living. Are you ready to make a difference?

The Position

This position is responsible for optimizing the day-to-day operations of the three Patient Safety contact centers (Customer Care, PQC, and Patient Safety Call Center). This role ensures the programs and its agents are set-up for success while also looking forward and preparing for future needs. This position identifies and executes new opportunities related to Contact Center operations to ensures NNI provides best-in-class support to our customers. The position requires a highly motivated individual who can work cross-functionally and independently in order to accomplish objectives.

Relationship

Reports to the Director, Patient Safety Data Acquisition & Support. Interacts with colleagues within Patient Support Programs team, Commercial Operations, Commercial, NNI IT and Telephony, Medical Information, Patient Safety, Regulatory, Quality, Legal, Privacy and Finance. External relationships include Customer Care program vendor, other patient support program vendors, marketing agencies and professional services vendors.

Essential Functions

• Operational Management and Business Support:
  • Enable strategic direction for Patient Safety Data Acquisition & Support call centers ensuring alignment on processes where applicable
  • Support call center preparedness related to label updates and future launches across the NNI portfolio.   Including Customer Care resource oversight and leverage across PS DA&S call centers
  • Establish and maintain inspection readiness programs, including audit response, corrective action plans, and continuous improvement activities
  • High level training development oversight and support across PS DA&S call centers
  • Lead, design and implement program optimizations and enhancements and track performance against defined KPIs
  • Create and manage project plans, timelines, resource allocation, risk registers, and communication plans to ensure projects deliver on scope, quality, time and budget
  • Champion integrated approach for technology development and experience delivery across channels
  • Communicates contact center data and analytics, evaluating needs to support function and communicates program performance among internal stakeholders
• Vendor and Fiscal Management:
  • Develop solutions to effectively address issues/obstacles and ensure implementation and communication of best practices
  • Enhance the customer experience via benchmarking, feedback, auditing and active call monitoring oversight

• Program Compliance:
  • Develops recommendations and implements program changes to ensure ongoing compliance, industry competitiveness and operational excellence
  • Document policies, procedures, risks-controls and exception processes
  • Collaborate on performance dashboards and interpret data for purposes of assessing trends, identifying opportunities and performance against defined KPIs
  • Manage external partner performance against contractual arrangements, SOPs, KPIs, and budget

Physical Requirements

0-10% overnight travel required.

Qualifications

• Bachelor’s degree or equivalent relevant experience required; MBA-preferred
• A minimum of 9 years of market access, marketing, project management, operations, call center and/or other related roles required. Pharmaceutical, Patient Safety or health care experience preferred
• Experience leader working in Customer Relationship Management Systems, Safety Systems and Telephony systems; Must have prior industry experience and a solid understanding of the pharmaceutical marketplace including legal, medical, regulatory, and clinical processes
• Demonstrated analytical, problem-solving, and decision-making skills
• Excellent project management skills, with ability to juggle multiple priorities and move projects forward while maintaining high quality
• Proficiency in Windows, MS Word, PowerPoint and Excel required
• Proven vendor management capabilities and the ability to hold internal and external team members accountable
• Strong customer service skills required

The base compensation range for this position is $175,000 to $235,000. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance.  
 
Novo Nordisk offers long-term incentive compensation and or company vehicles depending on the position's level or other company factors.  

Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy. 

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and defeating diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.