Miriam M.

Desarrollo actividades de comunicación científica, incluyendo presentaciones, pósteres, abstracts, formaciones y artículos de blog, con el objetivo de transmitir la información médica de manera clara y amena, adaptándola a las necesidades de cada proyecto.

My primary responsibility is to lead, coach and manage International Contact Center Health Care Professionals within a virtual Covid-19 Vaccine Contact Center on behalf of Janssen Pharmaceutical Company. Other responsibilities are: 1. Actively manage HCPs productivity, adherence and provide coaching support. 2. Provide ongoing oversight of medical contact center activities to ensure quality standards are being upheld in a compliant manner. 3. Monitor SLAs, KPIs, staffing, content changes and ensure appropriate reporting of adverse events and product quality reports. Provide ongoing oversight of medical contact center activities including development of metrics and reports. 4. Support agent evaluations, call reviews, coaching and training, handling HR issues and escalation resolution. 5. Build and communicate an effective team schedule, ensuring that adequate staffing is available across all shifts. 6. Coordinate and work closely with functional managers and cross functional matrix teams. 7. Ensure call center staff have the appropriate degree of medical training. 8. Respond to all customer satisfaction issues based on direct feedback from customers; proactively suggest and implement efficiencies in the contact center via continuous improvement process. Work collaboratively with all client site locations. 9. Participate in interviewing and hiring HCPs and support staff. 10. Payroll tasks

• Workflow lead (Spain, Portugal and Italian market): 1. Organize daily responsibilities of the team, monitor Key Performance Indicator (KPIs), inform functional lead about any issues and manage information with the client.

• Medical information: 1. Provide support to health care professionals and patients, involving receipt and tracking of medical inquiries, adverse events and product quality complaints related to different therapeutic areas: Respiratory, Oncology, HIV, Infectious diseases and global health, Immuno-inflammation and Vaccines. 2. Establish and maintain effective team communications providing regular feedback to the local management team on project metrics, out of scope work challenges/issues and successes.

• Qualified Quality control: 1. Elaborate quality controls of other cases performed.