Data Pharmacist - UCBCares Insights Lead

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Date: Aug 10, 2019

Location: Atlanta, Georgia, US

Help us transform patients' lives.

At UCB, we put our heart, soul, and skills into making a difference for people living with severe disease. Working together to push the boundaries, we blend the best of our talents to unlock innovation.  Will you join us in our pioneering adventure?

To help meet our goal of ensuring each customer has an exceptional caring experience and is provided accurate timely and fair balanced answers, UCB is currently seeking a talented individual to fill the role of ucbCARES Specialist, based at our US Headquarters in Atlanta, Georgia. 

ucbCARES is an in-house solution center serving as an initial point of contact for a variety of both internal and external UCB customers, with a vision of focusing on the whole patient while providing an exceptional caring experience.  The ucbCARES team is currently comprised of Pharmacists, Nurses and Pharmacy Technicians who are the first line contact with patients, caregivers, health care professionals, and internal customers.  They are all fully versed on all aspects of all UCB products and the relevant disease states, as well as product quality, product safety and other support areas such as financial assistance and clinical trial support.

The ucbCARES Specialist will focus on a variety of areas such as product support, medical information, innovative patient solutions, generating actionable insights, patient assistance programs, and clinical trial enrollment support while providing solutions to a range of customers.  These areas may expand as ucbCARES continues to evolve within UCB, to help become the Patient Preferred Biopharma.

Responsibilities:

  • Maintain relevant product and disease state knowledge regarding UCB products
  • Maintain knowledge of policies and procedures including Standard Operating Procedures, protocols, best practices, and FDA regulations
  • Maintain written FAQ database and perform peer review of Medical Response Letters
  • Receive and respond to medical/scientific inquiries, product complaints and adverse events regarding UCB’s products and disease states while communicating accurate, timely, and fair balanced medical and product information.
  • Work with ucbCARES product leads and Business Units to share and collaborate on observations, insights, trends and data.
  • Collaborate with internal stakeholders to ensure awareness and connectivity on initiatives that will impact patient value
  • Demonstrate leadership around insights by working to leverage available tools to better identify and highlight actionable customer insights. Gather and share customer insights with appropriate internal stakeholders
  • Function within approved processes and procedures to ensure compliance while working with departmental leadership to contribute operational excellence.
  • Be the first line contact and support to understand and respond to inquiries from Patients, Caregivers, Healthcare Providers, Internal Partners, Payers and Clinical Trial sites. 
  • Utilizing (healthcare) experience and training received collect appropriate adverse event information to perform medical assessment and evaluation to allow proper management of the safety profile of UCB products. 
  • Utilize advanced customer service skills to meet or exceed customer expectations while identifying additional resources appropriate to meet the needs of the customer
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Education and Experience:

  • Pharmacy degree required. PharmD preferred but not required. 
  • Past Experience in Pharmaceutical Industry and/or Medical Information preferred.
  • Customer orientation required.  Preferable in a face to face or call/contact center setting.

 

Specific Skills/Competencies:

  • Advanced customer interaction techniques. Must be able to demonstrate examples of customer service either face to face or via phone/chat etc.
  • Ability to understand various customer social styles and respond appropriately
  • Analytical thinking skills to be able to understand and breakdown complex customer situations and strategize around potential and impactful solutions
  • Ability to work effectively in a team environment.
  • Ability to plan, organize, prioritize, and execute multiple tasks within assigned objectives.
  • Position requires professional demeanor, team orientation, self-motivation, and ability to influence customers both externally and internally. 
  • Excellent oral and written communication skills
  • Proficiency in use of PC applications (e.g. Outlook, Microsoft applications) 
  • Extensive training is required for this position and requires willingness to learn and master new information on complex topics.
  • Willingness to work within regulated environment including required legal training and adherence with corporate standards/requirements.
  • Knowledge and competence with customer CRM databases preferred but not required
  • Familiarity with various drug information resources (ie, searching published medical literature, compendia such as AHFS, Martindales, and Micromedex, and product label) helpful but not required
  • Demonstrated ability to understand, analyze, summarize, and communicate medical/scientific information on multiple levels (e.g., to MDs, PharmDs, patients, and caregivers), helpful but not required

 

UCB is a global biopharmaceutical company. We focus on discovering and developing innovative medicines and lateral solutions that can transform the everyday lives of people with severe diseases of the immune system – or the central nervous system.

With more than 7500 people in approximately 40 countries, UCB offers an exciting working environment where initiative can flourish and those with a ‘can-do’ attitude can thrive.  Scientific excellence, innovation, co-creation, lateral thinking, reinventing the way we do things…these are some of the key competencies we are constantly developing, and looking for, at UCB.


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