Associate - German Speaking - Customer Service/ Business Analyst

Associate - CMS German Speaking - Customer Service/ Business Analyst

The Customer Meeting Services (CMS) team support the clients Meeting Owners throughout Europe, Russia, Ukraine, Turkey and recently South Africa with meeting planning, oversight, execution and transfer of value (TOV) data collection to enable compliance with the EFPIA Disclosure Code. CMS teams locally provide support for Meetings Oversight, while the CMS teams located in the GBS complete Health Care Provider (HCP) contracting, payment, expense reimbursement and compliance support.

The CMS Team works cross-functionally with regular interaction with key business partners within the Global Business Site (GBS), European & Global CMS network, along with other key connected functions in the company, in particular Global Transparency, Global Commercial Operations (GCO) and Ethics & Compliance.

The team is made of 50 multilingual and crossed skilled individuals providing services to HCP’s across Europe.

Responsibilities

• The primary role of the CMS Associate is to provide excellent contracting and payment support to the external Healthcare Professional as well as the internal affiliate business partner.
• Be seen as a “go-to” information resource for Contracting to Pay queries both from external HCPs and internal business partners
• Provide excellent customer experience through the end to end coordination & execution of the Contract to Pay process in a compliant manner. This includes the pre-contracting data management for the Healthcare Professional.
• Ensure efficient and effective issue resolution across the Contract to Pay process including the pre-contract data management aspects.
• Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCPs
• Ensure compliance with data capture requirements to support the company’s TOV Disclosure requirements, which may include supporting data correction and reporting queries from Global Transparency team pre or post publication
• Monitor daily operational dashboard to ensure compliance with pre-defined SLAs
• Support global/regional CMS projects with focus on the Contract to Pay process & pre-contracting data management
• Support the overall CMS team by demonstrating flexibility in providing cover for team members and training of new team members
• You may be required to support other markets, language requirements permitting, as the need arises and as deemed appropriate by your line manager

• Ability to handle complexity and utilize analytical skills, with attention to detail
• Ability to proactively & effectively analyse & resolve problems
• Ability to effectively prioritize and complete key tasks and deliverables
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
• Ability to work in local/regional/global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external BPO/Meeting Planning company team members

• 2-3 years’ customer facing experience with excellent communications & compliance skills. Legal/Contracting/Travel & Meetings support experience an advantage
• Associates Degree (or equivalent work experience)
• Fluency in German and English language essential
• Experience in Sales Force, SAP P2P module, MS Office
• Experience with Contracting systems an advantage
• The GBS focuses on the following foundational pillars across the full organisation to ensure a solid and consistent approach to running our business

• Demonstrate a strong compliance-oriented mindset & help to build a strong compliance culture
• Familiarise with all applicable process documentation & training materials to ensure you operate in a fully compliant manner
• Ensure ownership for all applicable Operational controls for your area

• Actively work with the core team members, internal business partners, external support agencies, and Healthcare Professionals to build effective working relationships

• Demonstrate excellence in all interactions with our internal customers, business partners & external Healthcare Professionals
• Focus on measuring & improving our Healthcare Professional’s experience with the CMS process & teams

• Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture
• Actively work with the core team members & Global/Regional CMS team to drive improvements for processes