Pharmaceutical Sales Customer Engagement - AAD CNS - Lexington, KY
Company: Otsuka Pharmaceutical
Location: Lexington
Posted on: March 19, 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) in the CNS Franchise will engage HCPs in the CNS
arena through a variety of in-person, virtual and digital tools,
offering expanded expertise regarding products and the approved
conditions they treat.
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 (CSLs), Market Access (HSAMs), and Patient Support (PELs)
under appropriate guardrails. This individual will serve as the
main point of contact/connection to healthcare providers (HCPs) and
should have a wide breadth of expertise, (e.g. able to address
complex on-label information based on approved content, able to
able to promote more than one product.
Conducts proactive outreach to HCPs on topics such as:
--- Product access: local market payor coverage and co-pay, prior
authorization, formulary placement, and availability
expectations
--- On-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 materials
--- Established 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 arise
In addition to the expectation of conducting proactive outreach, an
HSA will ensure efficiencies and best practices in the following
areas:
--- Customer 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 engagement
--- Thought leadership: Facilitate speaker programs; organize local
provider groups for discussions on experiences and outcomes with
local/regional leaders
--- Business 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 roles
Qualifications
Required
--- Bachelor's degree
--- Ability to cover assigned territory and attend ad hoc
national/regional meetings
--- Valid driver's license and a good driving record under Otsuka
policy
Preferred
--- Ability to convey product knowledge effectively to drive
results
--- Previous cross-functional industry experience in commercial
life sciences (pharma or biotechnology) or related industry
engaging with key healthcare ecosystem players (e.g., payers,
health systems), is required
--- 4 or more years' experience working in a sales role with HCPs,
ideally representing multiple products and working across a complex
healthcare system environment
--- Previous experience launching a product in new category with
new customers (i.e., building relationships and
developing/enhancing a market based on approved indication(s))
--- Previous account-based and/or consultative selling
experience
--- Proven ability to navigate a complex environment with multiple
influential stakeholders
--- Clinical nurse or Advanced Practice Nurse (APN) experience
highly valued
--- The ability to work in an ambiguous environment undergoing
transformation is a strong plus
--- Proven track record for consistently meeting or exceeding
financial and/or other quantitative targets, as well as qualitative
goals
--- Self-starter. Ability to seek out relevant information,
prioritize, and apply information to solve complex problems in the
ecosystem
--- Ability to communicate complex clinical and product
information
--- Ability to assimilate and communicate complex clinical and
product information
--- Knowledge of and ability to successfully addressing operational
issues in the delivery of healthcare products to patients, such as
reimbursement and supply
This is a field-based position. Required: Ability to travel >
70% - Valid Driver's license and a good driving record under Otsuka
policy
Keywords: Otsuka Pharmaceutical, Lexington , Pharmaceutical Sales Customer Engagement - AAD CNS - Lexington, KY, Healthcare , Lexington, Kentucky
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