Date:
26-Feb-2014
Location
Toronto, ON, CA
Customer Solutions & Escalations Coordinator (Contract), Janssen Inc., Toronto, ON-4253140212
Description
About Janssen Inc.
At Janssen, we are dedicated to addressing and solving some of the most important unmet medical needs of our time in oncology, immunology, neuroscience, infectious diseases and vaccines, metabolic and chronic diseases and women’s health. Driven by our commitment to patients, we bring innovative products, services and solutions to people throughout the world. Janssen Inc. is a member of the Janssen Pharmaceutical Companies of Johnson & Johnson. Please visit www.janssen.ca for more information.
Position Overview
The Customer Solutions and Escalation Coordinator (CSE Coordinator) manages the intake of internal customer queries related to the Healthcare Professional (HCP) Value Transfer process to provide solutions-based responses and compliance guidance in accordance with Rx&D and global and local policies. This is a contract role.
Key responsibilities:
In accordance with all applicable federal, local laws/regulations and Corporate Johnson & Johnson and/or Janssen Inc. policy, procedures and guidelines, this position has the following responsibilities:
Investigates, troubleshoots, and employs a solutions-based and customer-focused approach to internal customer queries in a centralized service mailbox.
Using a customer-focused approach, communicates findings and solutions of investigations to internal customers.
Leads payment investigations on behalf of customer.
Performs root cause analysis for issues reported by the Medical Compliance Administrators (MCAs).
Develops and verifies corrective action plans with appropriate stakeholders.
Manages exception process for events initiated out of HCP Value Transfer process timelines.
Provides advice/ad hoc training to internal customers on Healthcare Compliance (HCC)/Finance policies, and on the contracts/payments system.
During periods of high volume, assists in the HCP Value Transfer process, including the creation and dissemination of contract templates and in processing of payment requests in a timely manner.
Communicates metrics to Medical Compliance Supervisor and participates in quality improvement initiatives as assigned.
Qualifications
2-5 years of experience in the pharmaceutical, CRO, or other regulated industry.
Strong customer service skills and ability to communicate effectively (both written and verbal).
Proficient at trouble-shooting and defining corrective action plans, and reporting metrics to management as required.
Excellent organizational skills with superior attention to accuracy, detail and deadlines
Ability to interpret pharmaceutical/healthcare regulations and policies as they pertain to daily business practices to identify and mitigate risk.
Ability to handle and prioritize multiple demands simultaneously in a fast paced environment
Excellent planning and project management skills
Demonstrated ability to problem solve, identify and implement process improvements through collaboration and teaming
Ability to show good judgment and big picture thinking to identify trends in non-compliance and escalate risk appropriately.
Expert proficiency in Microsoft Word, Excel, Outlook and PowerPoint is required
BE VITAL in your career. Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.
J2W:LI NA
Primary Location:North America-Canada-Ontario-Toronto
Organization: Janssen Inc. (7710)
Job Function: Health Care Compliance
Job Segment: Neurology, Oncology, Immunology, Medical, Pharmaceutical, Healthcare, Science
Description
About Janssen Inc.
At Janssen, we are dedicated to addressing and solving some of the most important unmet medical needs of our time in oncology, immunology, neuroscience, infectious diseases and vaccines, metabolic and chronic diseases and women’s health. Driven by our commitment to patients, we bring innovative products, services and solutions to people throughout the world. Janssen Inc. is a member of the Janssen Pharmaceutical Companies of Johnson & Johnson. Please visit www.janssen.ca for more information.
Position Overview
The Customer Solutions and Escalation Coordinator (CSE Coordinator) manages the intake of internal customer queries related to the Healthcare Professional (HCP) Value Transfer process to provide solutions-based responses and compliance guidance in accordance with Rx&D and global and local policies. This is a contract role.
Key responsibilities:
In accordance with all applicable federal, local laws/regulations and Corporate Johnson & Johnson and/or Janssen Inc. policy, procedures and guidelines, this position has the following responsibilities:
Investigates, troubleshoots, and employs a solutions-based and customer-focused approach to internal customer queries in a centralized service mailbox.
Using a customer-focused approach, communicates findings and solutions of investigations to internal customers.
Leads payment investigations on behalf of customer.
Performs root cause analysis for issues reported by the Medical Compliance Administrators (MCAs).
Develops and verifies corrective action plans with appropriate stakeholders.
Manages exception process for events initiated out of HCP Value Transfer process timelines.
Provides advice/ad hoc training to internal customers on Healthcare Compliance (HCC)/Finance policies, and on the contracts/payments system.
During periods of high volume, assists in the HCP Value Transfer process, including the creation and dissemination of contract templates and in processing of payment requests in a timely manner.
Communicates metrics to Medical Compliance Supervisor and participates in quality improvement initiatives as assigned.
Qualifications
2-5 years of experience in the pharmaceutical, CRO, or other regulated industry.
Strong customer service skills and ability to communicate effectively (both written and verbal).
Proficient at trouble-shooting and defining corrective action plans, and reporting metrics to management as required.
Excellent organizational skills with superior attention to accuracy, detail and deadlines
Ability to interpret pharmaceutical/healthcare regulations and policies as they pertain to daily business practices to identify and mitigate risk.
Ability to handle and prioritize multiple demands simultaneously in a fast paced environment
Excellent planning and project management skills
Demonstrated ability to problem solve, identify and implement process improvements through collaboration and teaming
Ability to show good judgment and big picture thinking to identify trends in non-compliance and escalate risk appropriately.
Expert proficiency in Microsoft Word, Excel, Outlook and PowerPoint is required
BE VITAL in your career. Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.
J2W:LI NA
Primary Location:North America-Canada-Ontario-Toronto
Organization: Janssen Inc. (7710)
Job Function: Health Care Compliance
Job Segment: Neurology, Oncology, Immunology, Medical, Pharmaceutical, Healthcare, Science
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