About Astellas
Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need. Learn more at Astellas.com.
Are you driven to make a real difference in the lives of patients?
We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact.
Location and Working Environment
This position is hybrid and will require you to be onsite 2 days per week in our Addlestone office.
This position is a based in the UK.
Astellas’ Responsible Flexibility Guidelines Statement - At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.
Purpose & Scope:
The Medical Information (MI) Inquiry Enablement Lead plays a pivotal role in delivering high-quality, responsive Medical Information services. In this position, you’ll empower Contact Center partners, optimize operational processes, and drive performance excellence—ensuring inquiries are handled efficiently, compliantly, and to the highest standards.
As a key member of the Global Medical Inquiry organization, you’ll help shape the future of inquiry management. You’ll lead continuous improvement initiatives, strengthen business continuity, and ensure systems, processes, and vendor capabilities are fully aligned to support seamless MI delivery. This role is central to maintaining consistency, accuracy, and compliance across regions—supporting the reliable dissemination of medical information while meeting all applicable regulations and company policies.
If you’re passionate about operational excellence, collaboration, and making a meaningful impact in healthcare communications, this is an opportunity worth considering.
Role and Responsibilities:
• Evaluating contact center vendor interactions to conduct training on business processes and lead quality control efforts, carrying out corrective actions where needed.
• Monitoring contact center performance in handling Tier 1 inquiries through Key Performance Indicators (KPI) and Quality Assurance (QA) results, identifying and implementing corrective actions as required.
• Creating and maintaining response delivery business processes for contact center vendor teams, including vendor resource documents and work instructions, ensuring consistency and clarity.
• Collaborating with the Medical Inquiry Enablement team to define contact center quality standards, implementing standardized response delivery processes followed across vendor teams.
• Acting as the main point of contact for regional contact center vendor teams, addressing operational and business process-related issues efficiently.
• Partnering with regional and affiliate cross-functional teams (including PV, RA, E&C, and data privacy), streamlining Medical Inquiry processes in line with local legislation, regulations, and Astellas policies.
• Liaising with the central MI Excellence team to resolving Global MI Database (GMID) system issues and managing enhancement requirements, ensuring minimal disruption to daily MI operations.
Continue: Role and Responsibilities:
• Overseeing and maintaining phone lines and Interactive Voice Response (IVR) systems, ensuring seamless connection for external stakeholders to contact center vendor teams.
• Partnering with the central MI Excellence team to shaping and defining regional and affiliate requirements for externally facing digital platforms and channels.
• Responding to reporting requests from Medical Affairs (MA) and cross-functional stakeholders, delivering clear and timely insights.
• Providing timely input to ensuring the central MI Excellence team maintains full oversight of digital channels and system integrations interfacing directly with the GMID.
• Contributing strategic and operational input to supporting the development of a central MI reporting tool.
• Ensuring operational and process-related requirements are being executed for regional and affiliate divestments and Market Authorization Holder (MAH) transfer activities.
• Providing operational support across all business partner reconciliation activities, maintaining accuracy and alignment.
• Addressing regional and affiliate audit and inspection requirements, ensuring readiness and compliance.
Required Qualifications:
• Bachelor’s degree in health related sciences (pharmacist, nurse, etc) and/or Business/IT Administration or equivalent.
• Solid pharmaceutical industry or relevant experience with demonstrable proven experience of applicable systems
• Thorough understanding of pharmaceutical industry workings, legal/regulatory/compliance requirements, and guidelines with respect to MA in the pharmaceutical industry
• Excellent oral and written communication skills; basic negotiation skills
• Excellent project management skills
• Experience in a matrix team environment
• Advanced proficiency in English (written/oral/presentation)
• Budget management experience
• Vendor management experience
• Some travel may be required
Preferred Qualifications:
• Masters degree or higher in health related sciences (MD, PharmD, PhD) or equivalent.
• MI contact center experience
• MA experience
• Experience in system adoption/systems project management
• Experience in developing and revising quality documents
What awaits you at Astellas?
• Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
• Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
• Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
• A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.
Our Organizational Values and Behaviors:
• Impact
• Innovation
• Integrity
• One Astellas
• Accountability
• Courage
• Sense of Urgency
• Outcome Focus
Benefits:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Beware of recruitment scams impersonating Astellas recruiters or representatives. Authentic communication will only originate from an official Astellas LinkedIn profile or a verified company email address. If you encounter a fake profile or anything suspicious, report it promptly to LinkedIn's support team through LinkedIn Help.
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