Join us as we transform immunology and deliver medicines that help autoimmune patients get their lives back. argenx is preparing for multi-dimensional expansion to reach more patients through a rich pipeline of differentiated assets, led by VYVGART, our first-in-class neonatal Fc receptor blocker approved for the treatment of gMG, and with the potential to treat patients across dozens of severe autoimmune diseases.
We are building a new kind of biotech company, one that maintains its roots as a science-based start-up and pushes our commitment to innovate across all corners of our business. We strive to inspire and grow our company, our partnerships, our science, and our people, because when we do, we deliver more for patients.
The Senior Manager of Customer Management will assist the call center function within Global Medical Information function which will ensure timely and accurate responses are provided to unsolicited medical and clinical inquiries from healthcare professionals, patients, clinical sites and other healthcare organizations. This position will report to Senior Director, Medical Information.
Key Accountabilities/Responsibilities
Assists in the prompt and accurate responses to medical information requests from internal and external customers through the MI Response Center, email, fax and websites for US, Canada and Global
Assists in the documentation of the inquiries and responses accurately and completely comply with relevant Standard Operating Procedure (SOP)/ Work Instruction and regulatory guidelines
Ensures that adverse events and product quality complaints are processed in accordance with company SOPs
Assists in the creation, review and maintenance of MI documents by ensuring that responses are medically and scientifically accurate, timely, balanced, and meet customers’ needs
Ensure the highest degree of quality and medical accuracy for all outputs developed
Liaise with publications and clinical development groups to develop and maintain timely and relevant product expertise
Perform critical analysis and synthesis of internal/external literature related to argenx products and therapeutic areas of focus
Supports internal teams by providing literature reviews and medical and scientific information related to argenx therapeutic areas
Exhibits broad knowledge of assigned therapeutics areas, product labelling and regulatory guidance
Assists in maintenance of relevant knowledge repositories, including medical information responses and publications
Appropriately liaise with Drug Safety and Quality regarding adverse events and product complaints, ensuring systematic capture and timely reporting
Manages materials through the US medical, legal and regulatory review process as appropriate
Complete all work in accordance with regulatory requirements, industry standards, and argenx policies
Serves as medial affairs liaison to cross-functional groups for the incorporation of current medical/scientific information into department documents and processes.
Desired Skills and Experience
Able to effectively network and partner with internal and external stakeholders and embrace cross-functional working
Strong operational capabilities, eye for detail and commitment to advance and adhere to processes
Able to identify inquirer’s question(s) and formulate and communicate an accurate response
Able to search the published medical literature, evaluate published scientific information and create balanced and informative responses
Understand and demonstrate the importance of providing superior customer service to all clients to support the business
Excellent communication skills: verbal, written and when giving presentations
Able to thrive as part of a team and when working independently
Proven track record of delivering results that meet or exceed targeted objectives
Detailed understanding of industry regulations and practices relating to medical information.
Bachelor’s Degree in related field or healthcare qualification e.g. RN, RPh, PharmD
3+ years industry experience, working with medical information
Experience supporting Canadian teams in inquiry management is preferred
Experience working with medical information vendors
Experience in inquiry management systems
Experience in componentized content creation and content management system is preferred
Fluency in English/French/Portuguese preferred
For applicants in the United States: The annual base salary hiring range for this position is $140,000.00 - $210,000.00 USD. This range reflects our good faith estimate at the time of posting. Individual compensation is determined using objective, inclusive, and job-related criteria such as relevant experience, skills, demonstrated competencies and internal equity. This means actual pay may differ from the posted range when justified by these factors. Because market conditions evolve, pay ranges are reviewed regularly and may be adjusted to remain aligned with external benchmarks.This job is eligible to participate in our short-term and long-term incentive programs, subject to the terms and conditions of those plans and applicable policies. It also includes a comprehensive benefits package, including but not limited to retirement savings plans, health benefits and other benefits subject to the terms of the applicable plans and program guidelines.
At argenx, all applicants are welcomed in an inclusive environment. They will receive equal consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other applicable legally protected characteristics. argenx is proud to be an equal opportunity employer.
Before you submit your application, CV or any other personal details to us, please review our argenx Privacy Notice for Job Applicants to learn more about how argenx B.V. and its affiliates (“argenx”) will handle and protect your personal data. If you have any questions or you wish to exercise your privacy rights, please contact our Global Privacy Office by email at privacy@argenx.com.
If you require reasonable accommodation in completing your application, interviewing, or otherwise participating in the candidate selection process please contact us at hr.us@argenx.com. Only inquiries related to an accommodation request will receive a response.