Kathleen Morrison Email and Phone Number

Monitors monthly metrics reporting and performance assessment.Participates in creation and implementation of company policies, protocols, working procedures and workflows for Medical Affairs.Establishes internal and external training sessions to assist Medical Affairs and Pharmacovigilance teams.Engages in organization and departmental gap analyses.Compiles monthly and quarterly reconciliation with internal and external business partners.

Identified and reported adverse events and product complaints in accordance with FDA regulations.Created training materials and workflows for Medical Affairs team and ancillary departments.Performed regular quality and validation assessments of department SOPs.Demonstrated high level of initiative and creativity while tackling difficult tasks.Developed strong communication and organizational skills through working with cross functional teams.

Maintained study documents for clinical/biomedical studies.Provided administrative support to project team members.Managed internal and client project reporting.Generated and reviewed reports to facilitate project status and financial reporting. Assigned project-specific training to team members and tracked training compliance.

Managed online and offline activities for call center staff and provided work direction to agents and ensured staff schedule adherence.Collaborated with Functional Managers to ensure adequate call coverage to maintain program service levels.Analyzed and provided contact center metrics.Conducted project escalations in timely manner when client performance requirements were not met.Provided adverse event and product compliant reporting to management team and client.Provided staff training and support of client specific software programs, phone system and schedule management software.

Provided training and mentoring of staff.Functioned as liaison with internal and external client contacts to resolve complex customer and HCP issues.Stayed current on company and client policies and procedures including client products, protocols, and all applicable regulatory requirements.Assessment of client needs to ensure deliverables met expectations, including key performance indicators (KPIs) and service levels.

Provided medical and technical information with high quality customer service.Documented interactions according to company and client guidelines.Followed all company policies and procedures to deliver quality work.Tracked customer feedback for client satisfaction.

Provided high quality customer service to sales reps, customers and health care professionals in accordance with company and client guidelines.Identified adverse events and product complaints and allocated to appropriate teams.Processed fulfillments (e.g., mail, fax, e-mail) and performed administrative responsibilities as needed.

Managed staff responsible for reviewing independent medical examination reports for technical content and customer specifications as service to various insurance company clients.