Brian Duffy Email & Phone Number

Horsham, Pa

Horsham, Pa

Horsham, Pa

Responsible for daily management of all facets the Quality Management Systems department for the Johnson & Johnson Consumer Care Center call floor.• Identify and manage the daily work stream for the Coding Clarification Unit through traffic coordination.• Worked directly with the information and technology department to identify and create reports necessary for accurate tracking of center performance metrics.• Asses phone monitoring results on a daily basis to identify training opportunities and areas in need of improvement.• Created and implemented the current quality monitoring forms for the Johnson & Johnson Consumer Call Center. • Review quality monitoring database and coding accuracy reports to reduce overall error rate.

Supervise project coordinators to ensure timely and accurate completion of project responsibilities for Customer fulfillment, Corporate Patient Assistance program, and Direct to Consumer Rebates and Guarantees for Merck Pharmaceuticals and Co.Worked directly with Information Technology personnel to create proprietary Healthcare verification system as well as implementation of processes Create and compile materials for training in addition to training associates in areas of inbound and outbound call handling for customer fulfillment project.Meet with internal clients on a regular basis to maintain proactive and professional communication with necessary follow-up at all times.

Responsible for coordination of promotional physician-speaking engagements for Merck Pharmaceuticals and Co. Ensure that program objectives are achieved in accordance with strict time lines in addition to verifying appropriate budgets are being allocated.Support field sales representatives to meet projected sales goals.Utilize FDA guidelines and regulation to ensure compliance of legislation regarding the pharmaceutical industry. Resolve conflicts arising from multiple priorities, achieve individual, and team productivity goals. Forge essential business relationships between international renowned physicians and Merck Pharmaceuticals.Identify and recruit physicians to speak on behalf of Merck Pharmaceuticals & Co.