Job Description
At Thermo Fisher Scientific team, you’ll discover impactful work, innovative thinking and a culture dedicated to working the right way, for the right reasons - with the customer always top of mind. The work we do matters, like helping customers find cures for cancer, protecting the environment, making sure our food is safe and delivering COVID-19 solutions. As the world leader in serving science, with the largest investment in R&D in the industry, our colleagues are empowered to realize their full potential as part of a fast-growing, global organization that values passion and unique contributions. Our commitment to our colleagues across the globe is to provide the resources and opportunities they need to make a difference in our world while building a fulfilling career with us.
Location/Division Specific Information
Our work is a story of global impact.
Our Medical Communications team works to improve patient health by supplying high-quality medical information services on behalf of our customers to patients, healthcare providers and stakeholders. We manage medical information inquiries, document adverse events and product complaints, support product launches and help customers set up successful medical communications operations in a complex, global environment.
- Office Location: Seven/NEO Building, Bonifacio Global City, Taguig City, Philippines
- Work Shift Schedule: Night Shift (US business hours)
- Work Setting: Hybrid; 1 to 3 days a week on-site
- Training Period: 2-4 weeks (1 to 3 days a week on-site)
Discover Impactful Work:
Oversees and coordinates training and/or quality programs and activities. Schedules training for new employees, identifies training gaps and develops and delivers training programs and curriculums to promote continuous improvement. Leads or performs quality reviews of MIA and MIS staff customer interactions and associated documentation and coordinates and assists with corrective action plans if needed. Ensures program compliance with corporate, departmental and client policies and procedures including SOPs and applicable health authority regulations (e.g. FDA, EMEA), as well as standard inquiry management and documentation practices. May serve as a liaison with the clients for training or quality topics.
A day in the Life:
- Schedules, develops and delivers training courses and content for all staff members. Conducts product or disease state training for staff members as required.
- Monitors effectiveness of training and observes training sessions, trends and assesses changes in employee performance. Modifies training to increase beneficial outcomes.
- Integrates training with the client while negotiating organizational differences in culture, management structure and staffing. Liaises with the client, department management and staff for all training related topics. Maintains program training documentation in audit-ready status.
- Conducts call and documentation review of staff members' work and monitors accuracy and completeness of information provided, including clinical content.
- Ensures program consistency relative to compliance with the organization and client policies/procedures.
- Evaluates quality trends across the program and provides feedback to the management team. Tracks and documents Quality Events. Develops continuous improvement initiatives based on gaps and trends identified.
- Provides support for program-related audits.
- May assist with department projects
Keys to Success:
Education
- Bachelor's Degree Graduate in Nursing
- Must be a LICENSED/REGISTERED NURSE.
Experience
- Candidates with strong clinical trial knowledge and experience will be prioritized.
- Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 2-5 years).
- Knowledge, Skills, Abilities
- Strong understanding of applicable health authority (e.g. FDA, EMA) or local regulations
- Ability to work US daytime business hours.
- Good knowledge of drugs and drug information
- Ability to perform call/document review, including complex clinical discussions and provide clear and concise feedback
- Firm organizational and time management skills
- Strong attention to detail and ability to multi-task
- Strong verbal and written communication skills
- Solid problem-solving skills
- Strong computer skills including Microsoft Office
- Ability to train and mentor others
- Excellent language skills (comprehension, speaking, reading and writing) 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
- Ability to access and use a variety of computer software developed both in-house and off-the-shelf.
- Ability to communicate 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 to obtain or relate information to diverse groups.
- Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Requires multiple periods of driven concentration.
- Performs a wide range of variable tasks as instructed by variable demands and changing conditions with little predictability as to the occurrence.
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The role
Manages a remote team within the Global Clinical Supplies PMO department and effectively oversees projects to ensure compliance with established policies, procedures, and regulations. Serves as a point of escalation for department related issues and concerns. Interacts with both internal and external management level peers to resolve day to day challenges and issues. Develops process improvements and makes recommendations in workload organization of the department by focusing on end results using metrics and key performance indicators to manages performance.
A day in the life:
- Line manager of staff, which may include interviewing and selection, job description preparation, professional development, goal setting, performance management, coaching and mentoring, employee counselling, and separations. Approves courses of action on salary administration, hiring, corrective action, and terminations. Reviews and approves time records, expense reports, requests for leave, and overtime.
- Identifies training needs for staff to ensure appropriate customer service/communications and compliance.
- Sets goals for team based on departmental objectives and performance.
- Monitors and validates metrics and weekly/monthly reports for assigned group.
- Makes strategy recommendations at Departmental, Project, and Team Meetings.
- Ensures the effective resource and utilization management of staff to meet departmental targets set by senior leadership.
- Provides functional updates to senior leadership in a collaborative cross functional environment to support departmental targets.
Keys to success
Education and Experience:
- Bachelor's degree or equivalent and relevant formal academic / vocational qualification
- Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 5+ years)
- 1+ year of leadership responsibility
Knowledge, Skills and Abilities:
- Strong supervisory and people management skills
- Strong analytical, organizational and planning skills
- Excellent interpersonal, problem solving and decision making skills
- Good computer skills including Microsoft Office suite
- Solid interpersonal skills both written and verbal, including strong command of English language
- Ability to work under pressure
- Solid understanding of the overall clinical supplies operations, legislation and standard processes
- Ability to motivate and integrate teams and guide/mentor team members
- Solid negotiation and multi-tasking skills
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