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Manager, Business and Medical Services

Location: Wilmington, Delaware, United States
Job reference: R-060932
Posted date: 09/11/2019

At AstraZeneca, we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. We commit to those areas where we think we can really change the course of medicine and bring big new ideas to life. As Manager , Business and Medical Services you'll play a pivotal role in channeling our scientific capabilities to make a positive impact on changing patients' lives. North American Commercial is the 'face' of AstraZeneca to our many healthcare clients. They represent many of the most well recognized and respected products in the industry, and build strong relationships with healthcare professionals.


The Manager is a member of the Medical and Business Services Leadership Team and is the primary point of contact for the supplier performing medical and business service operations. The Manager is responsible for operational services including AZIC, Patient Support Programs, and primary care copayment support (Tier 1). This role will operate best in class customer support services and ensure supplier execution of services. The Manager will support the implementation of new capabilities, program enhancements and collateral for the program. This position will also attend various meetings, trainings and conferences. He/she will be supported by a business and medical specialist.

Essential Job Functions:

  • Lead a team of approximately 2 FTEs Specialists within the Contact Center
  • Responsible for management of supplier performance (approximately 96 OSP) in accordance with AstraZeneca services
  • Ensure contact center staff adhere to AstraZeneca legal and compliance policies to minimize AstraZeneca risks relating to the Health Insurance Portability and Accountability Act (HIPAA), Anti-Kickback Statute, and Food and Drug Cosmetic Act, Product Liability, and State Prescription Laws.
  • Responsible for hiring decisions, effectively assessing and coaching Specialists
  • Responsible for program operations regarding medical, product, company and business-related information, including Adverse Events and Product Quality Complaints
  • Responsible for knowledge management process and procedures related to services
  • Coordinate program/service changes with supplier
  • Manage escalations related to services
  • Share best practices across therapeutic areas and brands identifying common areas of improvement
  • Effectively integrate business process and technology offerings with key external partners ensuring seamless support through the patient journey
  • Responsible for brand program Key Performance Metrics (KPI), Service Level Agreements (SLA), and superior customer experience
  • Drive agile methodology within business practices



  • Bachelor’s degree
  • Minimum 5 years of healthcare/healthcare experience; proficiency in medical information services
  • Minimum 2 years in a supervisory role managing teams and projects
  • Previous experience in other functions within the pharmaceutical, biotech or related industry is preferred, e.g., case management, customer service & operations, etc
  • Ability to drive accountability and achieve performance metrics in areas of responsibility
  • Ability to travel (domestic U.S. travel up to 25% annually)

Skills and Knowledge:

  • High level of contact center operations
  • Moderate level of medical information services and patient support programs

Planning and Analysis:

  • Maintain an outstanding level of team planning, organization, and administrative skills
  • Effective organizational management
  • Provide organization systems for designing and measuring work processes


  • Demonstrate strong oral, written, and group communication skills
  • Demonstrate strong presentation skills
  • Maintain frequent contact with Customer Engagement Leadership Team
  • Ability to influence and communicate effectively with leadership across multiple disciplines, as well as peers and direct reports


  • MBA or other related graduate-level degree
  • Current nursing or pharmacy license
  • Agile Product Owner/Manager certification

Next Steps -- Apply today!

To be considered for this exciting opportunity, please complete the full application on our website at your earliest convenience -- it is the only way that our Recruiter and Hiring Manager can know that you feel well qualified for this opportunity. If you know someone who would be a great fit, please share this posting with them.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.