Lead, Medical Inquiry Enablement
Astellas is a global life sciences company committed to turning innovative science into value for patients. We provide transformative therapies in oncology, ophthalmology, urology, immunology, and women's health. Through our research and development programs, we pioneer new healthcare solutions for diseases with high unmet medical need.
Location and Working Environment
This position is hybrid and requires you to be onsite two days per week at the Addlestone office. The role is based in the United Kingdom.
Purpose & Scope
The Medical Information (MI) Inquiry Enablement Lead plays a pivotal role in delivering high‑quality, responsive Medical Information services. In this position, you will empower Contact Center partners, optimise operational processes, and drive performance excellence to ensure inquiries are handled efficiently, compliantly, and to the highest standards. You will lead continuous improvement initiatives, strengthen business continuity, and ensure systems, processes, and vendor capabilities are fully aligned to support seamless MI delivery.
Role and Responsibilities
* Evaluate contact centre vendor interactions to conduct training on business processes and lead quality control efforts, carrying out corrective actions where needed.
* Monitor contact centre performance in handling Tier 1 inquiries through KPIs and QA results, identifying and implementing corrective actions as required.
* Create and maintain response delivery business processes for vendor teams, including resource documents and work instructions, ensuring consistency and clarity.
* Collate with the Medical Inquiry Enablement team to define contact centre quality standards and implement standardized response delivery processes across vendor teams.
* Act as the main point of contact for regional vendor teams, addressing operational and business‑process issues efficiently.
* Partner with regional and affiliate cross‑functional teams (including PV, RA, E&C, and data privacy) to streamline MI processes in line with local legislation and company policies.
* Liaise with the central MI Excellence team to resolve Global MI Database (GMID) system issues and manage enhancement requirements, ensuring minimal disruption to daily MI operations.
* Oversee and maintain phone lines and Interactive Voice Response (IVR) systems, ensuring seamless connection for external stakeholders to vendor teams.
* Partner with the central MI Excellence team to shape and define regional and affiliate requirements for externally facing digital platforms and channels.
* Respond to reporting requests from Medical Affairs and cross‑functional stakeholders, delivering clear and timely insights.
* Provide input to maintain full oversight of digital channels and system integrations interfacing directly with the GMID.
* Contribute strategic and operational input to support the development of a central MI reporting tool.
* Ensure operational and process requirements are executed for regional and affiliate divestments and Market Authorization Holder (MAH) transfer activities.
* Provide operational support across all business partner reconciliation activities, maintaining accuracy and alignment.
* Address regional and affiliate audit and inspection requirements, ensuring readiness and compliance.
Required Qualifications
* Bachelor’s degree in health‑related sciences (pharmacist, nurse, etc.) and/or Business/IT Administration or equivalent.
* Solid pharmaceutical industry or relevant experience with proven experience of applicable systems.
* Thorough understanding of industry workings, legal/regulatory/compliance requirements, and guidelines regarding MA.
* Excellent oral and written communication skills; basic negotiation skills.
* Excellent project management skills.
* Experience in a matrix team environment.
* Advanced proficiency in English (written, oral, presentation).
* Budget management experience.
* Vendor management experience.
* Some travel may be required.
Preferred Qualifications
* Master’s degree or higher in health‑related sciences (MD, PharmD, PhD) or equivalent.
* MI contact centre experience.
* MA experience.
* Experience in system adoption or systems project management.
* Experience in developing and revising quality documents.
What Awaits You at Astellas
* Global collaboration: work within a connected global business of life‑science leaders dedicated to improving patients' lives worldwide.
* Real‑world patient impact: contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
* Relentless innovation: join a company at the forefront of scientific breakthroughs and help shape the future of healthcare.
* A culture of growth: chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.
Our Organizational Values And Behaviors
* Impact
* Innovation
* Integrity
* One Astellas
* Accountability
* Courage
* Sense of urgency
* Outcome focus
Equal Opportunity Statement
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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