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Sr. Medical Program Specialist

Location: Wilmington, Delaware, United States
Job reference: R-060939
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 Sr. Medical Program Specialist 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 Specialist is a member of the Medical and Business Services Team and is a point of contact for the supplier’s team performing medical and patient support program services. The Specialist is responsible for operational services including AZIC and Patient Support Program. The Specialist will have subject matter expertise in medical information and patient support program services with functional ownership of business processes and knowledge management. The Specialist is also responsible for identifying and raising insights and trends and risk management/ mitigation. The Specialist will contribute to supplier governance and training, oversight, and case escalation resolution and for providing feedback to ensure accurate, consistent and compliant execution of medical processes.

Essential Job Functions:

  • Own medical inquiry and patient support program processes: develop and manage the execution of specific processes to ensure a positive customer experience and ensure adherence to regulatory and company regulations and standards.
  • Responsible for knowledge management process and procedures related to services
  • Coordinate program/service changes with supplier
  • Coordinate 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
  • Analyze operational performance, customer trends and data, program issues and risks to proactively recommend and contribute to the creation and implementation of improvements to processes and systems, brand programs, and mitigation of risk
  • Initiate, build and maintain appropriate and effective working relationships with key stakeholders, cross-functional teams and external vendor partners
  • Leverage capabilities and offerings to identify, explore and implement value-added opportunities to utilize existing services as well as designing configurable business solutions
  • Lead monitoring and calibration of supplier calls and correspondence and collaborate with Supplier Managers to ensure production, productivity, quality, and customer-service standards are met.
  • Drive agile methodology within business practices



  • Bachelor’s degree
  • Previous experience in other functions within the pharmaceutical, biotech or related industry is preferred, e.g., case management, customer service & operations, etc
  • Familiarity with US healthcare system
  • Demonstrated understanding of the legal/regulatory requirements and corporate policies and guidelines
  • Proven ability to manage multiple priorities effectively and assign appropriate business value
  • Ability to travel (domestic U.S. travel up to 20% annually)

Skills and Knowledge:

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

Planning and Analysis:

  • Maintain an outstanding level of individual planning, organization, and administrative skills
  • Demonstrated project management skills


  • 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


  • 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.