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Associate Director, Otsuka Connect
Company: Otsuka Pharmaceuticals
Location: Princeton, NJ
Employment Type: Full Time
Date Posted: 06/24/2021
Expire Date: 07/24/2021
Job Categories: Healthcare, Other
Job Description
Associate Director, Otsuka Connect
Position Summary
Otsuka America Pharmaceutical, Inc. has launched a new customer engagement approach designed to better deliver on patient, caregiver and HCP expectations in an evolving healthcare environment. The new model is built around where patients get their care—locally, with the intent to better serve patients, caregivers, and healthcare providers, delivering a higher quality experience that ultimately is focused on improving patient care.

The “ecosystem approach” creates a unified focus among account management, medical, patient education and market access to engage local healthcare systems and identify opportunities to improve the customer experience. Through this matrix model, customers will now experience more coordinated and seamless care with digitally-enabled support to bridge care gaps.

Otsuka Connect is a new offering that will provide multichannel entry points to a single team providing a full-service and “on-demand” educational and issue resolution experience to patients, caregivers, HCPs and staff contacting Otsuka. This is a newly created position, which the Associate Director, Otsuka Connect, will help establish, execute, and communicate the Otsuka Connect call center strategy and experience across the Otsuka Portfolio of products, serve as a contact with pharmacovigilance, Medical, and for all cross-functional product stakeholder support and collaboration, and ensure the optimal customer experience vision and objectives are upheld. This position has been designed to transform the customer experience when contacting Otsuka regarding education and questions (not including: Adverse Events, Product Quality Complaints, or Medical Inquiries). This position will report to the Director, Channel & Customer Operations.

Key Job Responsibilities

* Responsible for helping to establish, build, and manage customer resource center experience and strategy (Otsuka Connect)
* Identify customer (HCP, staff, and patient) needs, liaise with internal stakeholders, and establish appropriateOtsuka customer resource center FAQs and ways of working on existing and launch products:
- Assist with strategic support planning and execution
- Collaboration with IT, Data and Analytics, and other key stakeholders to integrate support resources for a seamless customer experience (digitally enabled, regionally focused)
- Alignment of strategy, objectives and tactics and budget
* Lead vendor/agency relationship in
- Managing nurses in the customer resource center
- Support collateral development
- Collaborate with Brands and field-based teams to ensure follow-up of key issues
* Collaborate with commercial leadership, Legal and Ethics & Compliance to ensure appropriate field education/ awareness of program offerings and to ensure vision and objectives are upheld

Knowledge, Skills, Competencies, Education, and Experience

* Bachelor’s degree is required; advanced degree is preferred
* At least 7+ years of customer engagement and experience, knowledge of healthcare industry preferred
* Demonstrated expertise in collaboration, portfolio planning, communications, critical thinking and problem solving, and change management
* Demonstrated ability to contribute to multiple projects simultaneously
* Reflects cultural tenets of putting customers first
* Strong presentation skills that drive action and strategy
* Experience managing outsource/vendor relationships is required
* Ensure compliance with all OAPI policies and procedures
* Highly proficient in Salesforce and Microsoft Office suite of programs

Physical Demands and Work Environment
* Travel (approximately 25%)
Contact Information
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