at Merck in Dover, Delaware, United States
Subject to applicable law, all prospective hires will be required to demonstrate that they have been fully vaccinated for COVID-19 or intend to be vaccinated for COVID-19 by November 1, 2021, or qualify for a medical or religious accommodation to this vaccination requirement. Hired candidates who are not vaccinated by November 1, 2021, and who have not been approved for a legally-required medical or religious accommodation will be subject to disciplinary action up to and including termination of employment, subject to applicable law.
The greatest inventions would not be brought to market without the right project management and administrative support. Woven into every part of the organization, our Administrative teams makes sure our concepts become reality.
The primary purpose of this position is to support daily operations of the PV Department, specifically in the areas of processing compensation requests and lab reports. This position is an administrative role for the PV Department and involves data entry and payment processing, supporting the Technician and Veterinarian Teams in responding to customer inquiries and ensuring proper case documentation. It also may involve triaging voicemail, telephone calls, faxes, written correspondence, mail and e-mails as needed to ensure routing to the appropriate personnel.
Key responsibilities may include, but are not limited to:
Complaint Support – 90%
+ Provide ancillary complaint support, such as complaint correspondence, payment requests, and case documentation updates.
+ Initiate vendor add/change requests (including any necessary investigation that may be needed) to process payment requests.
+ Submit payment requests for successful & timely processing of reimbursement checks to owners and clinics within specified timelines.
+ Monitor check processing status to identify and resolve issues that may result in delayed payments.
+ Investigate and promptly resolve inquiries regarding payment requests within specified timelines.
+ Collaborate cross-functionally with Account Payable colleagues to investigation issues, respond to inquiries, implement process improvements, etc.
+ Update PV Team guidance resource documents to reflect current practices and provide helpful resources for reimbursement processing.
+ Monitor and distribute daily diagnostic lab test results or other complaint data to veterinary clinics and respective case owners. This may involve troubleshooting and ensuring proper documentation of lab results.
+ Resolve both internal and external customer inquiries quickly to exceed customer expectations.
+ Participate in team meetings and support departmental projects as needed.
Departmental Support – 10%
+ Provide support for pharmacovigilance programs.
+ Process and pay 3rd party invoices as needed.
+ Provide administrative support for PV Department including but not limited to ordering supplies, supporting on-boarding of new hires, updating and maintaining departmental training records, scheduling meetings, maintaining department schedules, etc.
+ Triage voicemail, telephone calls, faxes, written correspondences and e-mails from veterinarians, pet owners, MAH sales representatives and distributor sales representatives as needed and forward or transfer to the appropriate departmental member to handle.
Background & Education:
+ High School Diploma/GED or equivalent.
+ Associate or bachelor’s degree preferred.
+ Advanced computer skills and proficiency in all MS applications, particularly Excel. Must have the ability to quickly learn new platforms as needed.
+ Advanced data entry skills, including but not limited to, fast typing, ability to manage large data sets and care and attention to detail.
+ Must have good communication skills, both verbal and written to effectively interact with business leaders and internal/external clients to maintain workflow.
+ Demonstrated success working in a fast-paced work environment with multiple responsibilities and deadlines.
+ Customer-service experience. Must be motivated to solve customer’s problems quickly to meet or exceed expectations.
+ Demonstrated strengths in working both independently and collaboratively supporting team members.
+ Experience or basic understanding of SAP-Atlas
+ 2+ years in a position providing administrative/operational support for a department
+ Basic understanding of scientific terminology and process flow preferred
+ Experience assisting PV Technicians with customer concerns within the veterinary industry
Our Support Functions deliver services and makes recommendations about ways to enhance our workplace and the experience of working at our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.
Who we are …
We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world’s most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.
What we look for …
Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us-and start making your impact today.
NOTICE FOR INTERNAL APPLICANTS
In accordance with Managers’ Policy – Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.
If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.
Residents of Colorado
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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment.