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Wilmington, Delaware, United States
Job reference: R-047101
Posted date: Mar. 18, 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.

The AstraZeneca Information Center (IC) responds to unsolicited requests from customers by providing focused, non-promotional and on-label responses which are free of medical advice.  Customers include physicians, pharmacists, nurses, physician office staff, consumers, patients, and AZ field representatives.  Contact channels include phone, e-mail, fax, and postal mail.  The IC has outsourced front-line handling of customer inquiries to vendor partners, who follow IC processes and use IC systems.

The Information Center Senior Medical Program Manager is responsible for brand and functional area liaising and process development, including planning, management and execution of brand medical initiatives, responding to customer medical and business inquiries, identifying and raising commercial insights and trends, risk management and mitigation, and contributing to vendor partner training, oversight, and case escalation resolution. Key elements of the position are customer service, teamwork, and process improvement.


  • Integrate across the organization by developing and maintaining appropriate and effective liaison relationships with brands, co-marketing partners and key functional areas such as Patient Safety, Quality Assurance, Medical Affairs, Compliance, Legal and Commercial Acceleration, as necessary.  This ensures IC awareness of new programs and functional area requirements and drives customer trends and feedback to brands and functional areas.
  • Provide customer service and operational consulting, best practices, and support.
  • Lead, execute, and manage medical projects, pilots and other initiatives in support of brand and functional area goals. 
  • Create, update, and own IC processes and procedures, including Customer Resource Documents (CRDs), to ensure that the IC Knowledge base remains up-to-date with consistent, comprehensive and accurate content.  Communicate changes and train IC staff, including vendor partners. 
  • Respond to escalated customer inquiries posed to the IC regarding medical, product, company and business related information, including Adverse Events and Product Quality Complaints.  Manage all escalated customer inquiries to successful resolution.  Meet IC quality and customer satisfaction standards. 
  • Identify and escalate appropriate off-label health care professional product/medical inquiries to Medical Affairs.
  • Comply with all industry regulations, and policies and procedures of AstraZeneca and the IC.
  • Respond to escalated customer inquiries from vendor partners and ensure successful resolution.
  • Calibrate and monitor vendor partner calls and correspondence according to standards set by the IC.  Contribute to periodic assessment and revision of standards.
  • Conduct medical training at vendor partner sites, and contribute to vendor partner oversight.
  • Continually assess processes and performance, customer trends and issues, and program issues and risks.  Champion the needs of customers by proactively recommending and contributing to the creation and implementation of improvements to IC processes and systems, brand programs, and to mitigation of risk

Minimum Requirements

  • Bachelor’s degree in biosciences, nursing, pharmacy, or an equivalent healthcare or pharmaceutical industry background
  • Demonstrated ability to provide medical information and customer service to health care professionals and consumers
  • Familiarity with US healthcare system
  • Excellent telephone manner, and oral and written communication skills
  • Excellent customer service, teamwork, collaboration, interpersonal, analytical, and organizational skills
  • Demonstrated understanding of the legal/regulatory requirements and corporate policies and guidelines
  • Demonstrated ability to manage multiple priorities
  • Demonstrated project management skills
  • Demonstrated competency using information technology, PCs and databases
  • Demonstrated analytical and problem-solving skills
  • Must be able to travel via commercial airline

Preferred Background

  • Current medical license in Nursing or Pharmacy
  • Two years clinical experience in nursing or pharmacy
  • Previous experience in a call center environment
  • Demonstrated understanding of AstraZeneca’s business model
  • Strong project management skills
  • Demonstrated ability to lead without authority

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 is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law

Senior Medical Program Manager
Information Management

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  • Information Management, Wilmington, Delaware, United StatesRemove