Pharmaceutical Sales Customer Engagement, CNS- San Diego South, CA
Company: Otsuka Pharmaceutical
Location: San Diego
Posted on: January 26, 2023
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Job Description:
Otsuka America Pharmaceutical, Inc. has launched a new customer
engagement approach designed to better deliver on patient,
caregiver and HCP expectations in an evolving healthcare
environment. The new model is built around where patients get their
care-locally, with the intent to better serve patients, caregivers,
and healthcare providers, delivering a higher quality experience
that ultimately is focused on improving patient care.The "ecosystem
approach" creates a unified focus among account management,
medical, patient access and market access to engage local
healthcare systems and identify opportunities to improve the
patient experience. Through this matrix model, customers will now
experience more coordinated and seamless care with digital-enabled
support to bridge care gaps.In Otsuka's evolved customer engagement
model, a Health Science Advisor (HSA) will engage HCPs through a
variety of in-person, virtual and digital tools, offering expanded
expertise regarding products and the approved conditions they
treat. Otsuka's Clinical and Scientific Specialists (CSS) will
provide deep clinical expertise on-demand and will engage
healthcare providers to offer personalized education on disease
state, thought leadership and real-world evidence.--These
ecosystems are led by Ecosystem Leads and are grouped into regional
areas.-- Regional Leads have significant autonomy to assess unique
market priorities and customize decisions that reflect local
customer needs. In the future, Otsuka will also shift to drive
customer engagement quality, accountability, and cohesion between
patients and healthcare providers. Ultimately, it is all about
putting customers at the center of everything they do.The Health
Science Advisor will report directly to the respective Ecosystem
Lead, coordinating with cross-functional colleagues in Medical
(CSSs), Market Access (HSAMs), and Patient Support (PALs) under
appropriate guardrails. This individual will serve as the main
point of contact/connection to healthcare provider (HCP) customers
and should have a wide breadth of expertise, (e.g. able to address
complex on-label information based on approved content, able to
promote two products (CNS HSAs).Conducts proactive outreach to HCPs
on topics such as:Product access: local market payor coverage and
co-pay, prior authorization, formulary placement, and availability
expectationsOn-Label/Consistent-with-label Info: proactively share
information that is on or consistent with the label, including
confidently and skillfully handling complex on-label information
consistent with approved materialsEstablished guidance on patient
care: example system protocols, standard of care guidelines,
discharge protocols, and published expert opinions (or share menu
of options and direct accordingly)Ability to appropriately connect
providers in real time to on-demand CSSs as questions ariseCustomer
engagement: Personally engage customers through a variety of
virtual or digital tools and can direct customers to other
colleagues (e.g., CSS) on demand; closes the loop on customer
requests, ensuring that they have been met and asking for feedback
on quality of engagementThought leadership: Facilitate speaker
programs; organize local provider groups for discussions on
experiences and outcomes with local/regional leadersBusiness
planning: Elevate opportunities and feedback to ecosystem lead,
including local market insights to inform setting of local strategy
and business goals; compliantly collaborate with ecosystem team to
adjust targeting and call point plans and action on insights
collected from customer-facing rolesQualificationsPreferred
Keywords: Otsuka Pharmaceutical, San Diego , Pharmaceutical Sales Customer Engagement, CNS- San Diego South, CA, Sales , San Diego, California
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