Associate Director/Director, Medical Information & Pharmacovigilance Contact Center Operations

Vendor Oversight & Governance:

• Act as primary business owner and day-to-day liaison for outsourced vendor, managing operational relationship across full service scope.
• Lead regular governance meetings, monitor KPIs and SLAs, and coordinate change orders and budget tracking.

Medical Information Operations:

• Oversee end-to-end medical inquiry intake, triage, and fulfillment for HCPs and consumers via phone and email.
• Manage Scientific Response Letter process and partner with Scientific/Medical Communications on document maintenance.

Pharmacovigilance & Safety Intake:

• Ensure accurate adverse event documentation and timely transfer to Pharmacovigilance/Safety function.
• Oversee product quality complaint intake and maintain compliant separation between intake and case processing.

Systems Integration & Compliance:

• Partner with IT for seamless integration with Med Affairs technology stack (e.g., Veeva CRM, MedComms).
• Ensure all activities are compliant with GVP, GCP, and GMP, and support vendor audits and regulatory inspections.