Customer Content Operations Specialist W2 ONLY 7533313

South San Francisco, CA

Post Date: 12/08/2017 Job ID: 3289 Industry: Professional Positions

W2 ONLY  12 Month Contract



You will provide operational support for customer content and related support to others in Medical Affairs Customer Operations (MACO) and, as needed, USMA Knowledge Enhancement, Field Medical Teams and other USMA functions and teams.


  • Manage information (e.g. references) from entry to archive in central repositories (e.g. Bibliography, Content Management, Query/Inquiry System) and ensure publications are in the defined format and categories
  • Provide non-clinical case handling support for customer facing staff supporting physician and patient inquiries
  • Facilitate and align process for potential adverse event (AE) and product complaints (PC) from submission to reconciliation (e.g. safety topics in conference abstracts)
  • Partner to define and coordinate USMA medical congress processes related to inquiry handling and conference proceedings
  • Monitor and communicate content and knowledge management issues to stakeholders
  • Maintain and manage current and accurate documentation and data in systems and databases
  • Maintain copyright permission
  • Manage and track all literature search requests
  • Generate and report assigned medical information related activities, volume & trends to stakeholders
  • Setup and manage routine literature alerts (e.g. creating new, modifying, retiring/deleting existing) including resolution to any service disruptions / issues
  • Track & maintain literature search alert history (e.g. active alerts, changes, etc.)
  • Review monthly reprint usage, submit and reconcile copyright payments/invoices with Vendor Finance
  • Track and communicate copyright data trends, themes, opportunities or issues with stakeholders
  • Identify and recommend process and other improvements; whether pertinent to your specific department and/or beyond


  • Knowledge of medical terminology is preferred
  • Understanding of, or aptitude to learn, drug development processes (key functions involved and the path through development and into market)
  • Solid knowledge and understanding of rules and regulations impacting MACO practices
  • Basic knowledge of relevant project management methodologies and the systems development lifecycle
  • High level of proficiency with Microsoft Word, Excel and PowerPoint
  • Proven track record of meeting or exceeding objectives and goals
  • Outstanding attention-to-detail, time management & prioritization
  • Understanding of multiple customer needs and capable of creating focused responses
  • Effective verbal & written communication skills, including strong technical writing skills. Can provide information through various communication channels
  • Excellent partnering skills: works well within teams and is effective in collaborating with others internally and externally
  • Ability to handle pressure, short time lines, and change
  • Strong customer orientation/focus


  • Bachelors Degree (life sciences or related disciplines) or equivalent experience 
  • 2-3 years relevant work experience (e.g., customer service, healthcare, reporting/analytics, contact center operations, project management, etc.)

Calley Molina

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