• Deliver comprehensive REMS program education to healthcare professionals through tutorials, on-demand training, and one-on-one consultations to ensure clear understanding of program requirements and portal navigation. • Proactively reach out to healthcare professionals to address compliance issues, provide solutions, and share best practices for workflow optimization. • Collaborate with cross-functional teams (patient advocacy, sales, training, marketing) to address healthcare professional inquiries regarding specific patient cases and enhance understanding of REMS requirements. • Support REMS Advisors in other territories as needed to balance workload and ensure consistent service delivery across the team. • Generate, analyze, and report on healthcare professional certification trends and overdue tasks to identify educational gaps and proactively support program compliance. • Collect and synthesize healthcare professional and patient feedback on REMS processes, materials, and technologies; translate insights into actionable recommendations for leadership. • Rapidly identify, track, and address stakeholder trends, pain points, and complaints; propose practical solutions to improve experiences and outcomes. • Conduct regular review meetings with leadership to report on customer experiences, program activities, performance metrics, and improvement opportunities. • Partner with REMS Advisor leadership, REMS Strategy, and REMS IT teams to recommend technology enhancements that reduce administrative burden and streamline stakeholder workflows. • Participate in User Acceptance Testing (UAT) for REMS systems to ensure functionality supports both internal operations and external stakeholder needs. • Provide feedback on REMS system improvements and analytics tracking to inform ongoing technology development and operational enhancements. • Demonstrate understanding of and strict adherence to HIPAA regulations and company policies when handling Protected Health Information (PHI), ensuring patient confidentiality and data privacy at all times. • Document all customer interactions accurately using internal databases and team reporting tools. • Maintain current knowledge of FDA REMS regulations, industry trends, departmental SOPs, work practices, and technologies. • Serve as a subject matter expert representing the department at industry meetings, FDA inspections, BMS audits, and investigations across all REMS programs. • Mentor and support new team members during onboarding and ongoing professional development. • Assist with drafting and reviewing departmental communications and general correspondence. • Generate and maintain activity reports, outcomes data, and trend analyses; provide scheduled and ad-hoc reports to leadership as needed. • Perform other responsibilities as assigned to support departmental and organizational objectives.