Medical Information Director – Customer Management
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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.
argenx is a global immunology company committed to improving the lives of people suffering from severe autoimmune diseases and cancer. Partnering with leading academic researchers through its Immunology Innovation Program (IIP), argenx aims to translate immunology breakthroughs into a world-class portfolio of novel antibody-based medicines. argenx is evaluating efgartigimod in multiple serious autoimmune diseases. argenx is also advancing several earlier stage experimental medicines within its therapeutic franchises.
The Director of Customer Management will support the International Region, currently focusing on Europe, the Middle East, and Australia in an above-country Medical Information (MI) delivery model. This role will ensure timely and accurate responses are provided to unsolicited medical and clinical inquiries from healthcare professionals, patients, clinical sites and other healthcare organizations.
Responsibilities
Responsible for prompt and accurate responses to medical information requests from internal and external customers through the MI Response Center, email, fax and websites for Europe, Middle East and Australia
Responsible for ensuring the documentation of the inquiries and responses accurately and completely and are compliant with relevant Standard Operating Procedure (SOP)/ Work Instruction and applicable regulatory guidelines
Ensures that adverse events and product quality complaints are processed in accordance with company SOPs
Responsible for the creation, review and maintenance of MI documents by ensuring that responses are medically and scientifically accurate, timely, balanced, and meet customers’ needs
Responsible for managing and training call center team including vendor and argenx personnel
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
Complete all work in accordance with regulatory requirements, industry standards, and argenx procedures and policies
Serves as medical affairs liaison to cross-functional groups for the incorporation of current medical/scientific information into department documents and processes
Develop/maintain metrics on key business processes to monitor Medical Information services through call centers
Skills And Competencies
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 within Europe
Ensures compliance and inspection/audit readiness
Education, Experience And Qualifications
PhD or PharmD or healthcare qualification (PharmD, PhD preferred)
In addition to English, fluency in one or more European languages is preferred
Experience in rare diseases is preferred
5+ years industry experience, working with medical information
Experience managing medical information vendors
Experience in inquiry management systems
Experience in componentized content creation and content management system is preferred
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.
Seniority level
Director
Employment type
Full-time
Job function
Health Care Provider
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