Alphanumeric Systems

Role Description Alphanumeric is seeking an experienced Speaker Bureau Strategy Consultant to provide strategic guidance on the design, optimization, and benchmarking of pharmaceutical speaker bureau operations. This consultant will work with senior leadership to evaluate current operating models, identify best practices, and recommend improvements that enhance compliance, efficiency, scalability, and customer experience. - Evaluate existing pharmaceutical speaker bureau operating models. - Benchmark current processes against industry best practices. - Assess governance structures and compliance frameworks. - Review speaker lifecycle processes, including: - KOL identification. - Speaker onboarding. - Training. - Program execution. - Honoraria and Fair Market Value (FMV). - Transparency/Open Payments reporting. - Recommend improvements to operating model design and organizational structure. - Advise on centralized "hub" versus traditional agency-supported models. - Identify opportunities to improve operational efficiency, speaker utilization, and program turnaround times. - Provide strategic recommendations to executive leadership. - Participate in stakeholder workshops and present findings. Qualifications - 10+ years of pharmaceutical industry experience. - Extensive experience leading or advising pharmaceutical Speaker Bureau programs. - Deep understanding of Medical Affairs operations. - Expertise in HCP engagement programs. - Strong knowledge of: - FMV methodologies. - Sunshine Act/Open Payments. - Medical, Legal, Regulatory (MLR) processes. - Audit readiness and compliance. - Experience developing governance frameworks and operating models. Requirements - Experience supporting global pharmaceutical organizations. - Experience with GSK, ViiV Healthcare, or similar global pharmaceutical companies. - Familiarity with speaker management platforms such as Veeva, Cvent, or related technologies. - Consulting experience advising pharmaceutical organizations on speaker bureau strategy. Deliverables - Current-state assessment. - Industry benchmark analysis. - Gap assessment. - Strategic recommendations. - Future-state operating model. - Executive presentation and roadmap. Engagement Details - Remote. - Flexible schedule. - Estimated 40-80 hour engagement. - 1099 Consulting. Compensation - $200-$225/hour, depending on experience. Company Description Alphanumeric is a dynamic company born of a diverse mindset and held to a distinctly high standard. You may know us as a tech and communications firm established in 1979, but we also lead life science and healthcare organizations toward a more efficient future across the globe, bringing patients and providers together to build personalized relationships that fit their needs. But at our core, we are a family with a shared and passionate dedication to our customers. We treat our candidates as amazing (because they are!) Apply today to join our family and Make Your Mark!

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners. • Triage and convert incoming requests to determine priority, clinical risk, and required resolution path. • Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups. • Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates. • Maintain a high standard of customer service (empathy, clarity, accountability, follow-through). • Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets. • Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications. • Edit learning curriculums and send out training invites. • Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution. • Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests. • Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action. • Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners • Triage and convert incoming requests to determine priority, clinical risk, and required resolution path • Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups • Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates • Maintain a high standard of customer service (empathy, clarity, accountability, follow-through) • Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets • Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications • Edit learning curriculums and send out training invites • Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution • Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests • Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action • Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback

• Work closely with the Project Manager to develop detailed project plans, timelines, and deliverables. • Serve as a backup for compliance processes (e.g., Vetting & Debarment/TOV). • Maintain spreadsheets for recruitment, travel, fees, and payment reporting. • Track milestones and deliverables to ensure timely completion. • Use project management tools (Smartsheet, HubSpot, Microsoft Office, AI-based programs) to monitor progress. • Prioritize tasks across multiple therapeutic areas. • Prepare and collect necessary documentation (COI, W-9, ACH forms, contracts). • Share regular project status updates and reports with stakeholders. • Keep organized, audit-ready documentation for all project activities. • Support quarterly and annual closeout processes. • Identify potential risks and collaborate on mitigation strategies. • Communicate scope changes and their impact to relevant parties. • Assist with payment processing and uploads as needed. • Provide general administrative support to project teams.

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Assists with temperature excursion inquiries and updates • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the CRM • Identifies and triages medical information inquiries to the appropriate department • Utilizes standard content to deliver non-scripted on-label information to callers • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Performs outbound contacts to provide commercial status updates and follow-up interactions as necessary

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Contract support, liaison, and represents the face of the client • Identifies and triages medical information inquiries to the appropriate department • Utilization of standard content (ie. on-label information) • Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers • Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary • Provide information on customer ordering status • Respond and complete other duties requested • Potential for rotational shifts and after-hours coverage as needed

• Est responsable des activités réglementaires CMC à l'échelle mondiale pour les projets qui lui sont confiés et s'adapte rapidement à l'évolution des événements et des priorités. • Est chargé de l'élaboration de la stratégie CMC, avec le soutien de la direction, pour les dossiers de soumission CMC destinés à soutenir les activités de gestion du cycle de vie des produits commercialisés, conformément aux normes réglementaires et scientifiques applicables. • Comprend, interprète et conseille parfois les équipes sur les réglementations, les lignes directrices, les procédures et les politiques relatives à la fabrication et au contrôle des médicaments, afin d'accélérer la soumission, l'examen et l'approbation des demandes CMC mondiales. • S'assure que tous les aspects réglementaires CMC appropriés pour la mise sur le marché des produits sont en place, afin de garantir la continuité de l'approvisionnement du marché. • S'assure que les informations soumises dans le cadre des demandes de maintenance du cycle de vie répondent aux exigences régionales, permettant une flexibilité maximale en matière d'approvisionnement, de production et de qualité, avec un minimum de questions imprévues.

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Identifies and triages medical information inquiries to the appropriate department

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/ or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Contract support, liaison, and represents the face of the client • Identifies and triages medical information inquiries to the appropriate department • Utilization of standard content (ie. on-label information) • Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers • Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary • Provide information on customer ordering status • Respond and complete other duties requested • Potential for rotational shifts and after-hours coverage as needed

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes. • Troubleshoot and resolve common issues; escalate complex cases when needed. • Manage user accounts and access across multiple platforms. • Ensure timely, accurate case handling and maintain high service standards. • Act as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations.