Overview
Medical Information Client Manager (US Hours)
At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Join us!
Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds to help build the future of the healthcare and life sciences industry. We are EVERSANA.
Job Description
THE POSITION: Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence-based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in post-marketing handling of adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. This position understands client needs, and ensures deliverables meet expectations, including KPI and service levels.
This position supports hiring, manages, mentors junior staff, and takes an active role in additional projects to support the MICC team. The role is home office based, full-time, and eligible candidates must hold a valid work permit in the European Union or the UK. This position will be working US hours.
Responsibilities
CLIENT MANAGEMENT
* Ensure client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings.
* Understand client needs and ensure deliverables meet expectations, including KPIs and service levels.
* Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANA-MICC).
* Perform project escalations in a timely manner when client performance requirements are not met.
* Address client concerns in reference to products, services rendered or employee interactions.
* Serve as resource person for staff regarding the client, client procedures, and client product(s).
* Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
* Manage client invoicing.
MEDICAL INFORMATION SUPPORT
* Triage and respond to medical information inquiries from physicians, pharmacists, nurses, and other health care professionals, consumers, and payers. Identify, research, and critically evaluate medical literature to create responses.
* Use writing skills for adverse event and product complaint narratives during intake and in medical inquiry responses.
* Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.).
* Identify adverse events and product complaints during interactions, and generate reports in compliance with EVERSANA-MICC and client procedures. Knowledge of FDA post-marketing adverse event reporting regulations and safety terminology. Determine required information and depth of data collection.
* Coordinate processes for responding to product quality-related complaints, engaging with Quality Assurance, Regulatory Affairs, and complainants as needed.
* Maintain product, therapeutic area, and client-specific knowledge; ensure good documentation, high quality, and excellent customer service.
* Medical writing and Medical Information content development. Provide medical writing to draft responses (FAQs, SRDs, CRDs) or collaborate with the medical writing team to develop materials.
* Staffing at scientific medical affairs booths; on-call responsibilities as assigned.
GENERAL
* Miscellaneous projects such as market and competitive product research, operational/process improvements, field team training, and field liaison support.
* Demonstrate a commitment to diversity, equity, and inclusion; model inclusive behaviors and manage bias.
* All other duties as assigned.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
* Education: Healthcare or Life Sciences degree or equivalent (Pharmacy degree preferred)
* Experience and/or Training: One to two years experience in Medical Information and/or relevant pharmaceutical industry experience
PREFERRED QUALIFICATIONS
* Education: Advanced healthcare degree (preferred PharmD or equivalent).
* Experience and/or Training: Two to 5 years of Medical Information and/or pharmaceutical industry experience.
* Experience in a Contact Center and Pharmaceutical industry environment.
* Skills in project management and time management.
* Technology/Equipment: Proficiency in telephony, Medical Information databases, Microsoft Office, and video conference platforms.
* Knowledge: Therapeutic expertise; ability to critically evaluate medical literature; familiarity with Medical Information contact center systems and processes.
* Language: Fluent English; additional language skills desirable.
* Experience in Drug Information or a specialty area (Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty).
* Soft skills: Positive attitude, communication, innovation, integrity.
Additional Information
* Patient Minded: I act with the patient’s best interest in mind.
* Client Delight: I own every client experience and its impact on results.
* Take Action: I am empowered and accountable.
* Embrace Diversity: I create an environment of awareness and respect.
* Grow Talent: I own my development and invest in others.
* Win Together: I connect with others to achieve results.
* Communication Matters: I speak up to create transparent dialogue.
* Always Innovate: I am bold and creative in everything I do.
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