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 key performance indicators (KPIs) and service levels.
This position supports hiring, manages, mentors junior staff. This position also takes an active role in additional projects to support the MICC team.
The role is home office based, (full-time position), and the eligible candidates must hold a valid work permit in the European Union, or the UK.
This position will be working US hours.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
CLIENT MANAGEMENT
1. Ensure client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings.
2. Understand client needs and ensure deliverables meet expectations, including KPIs and service levels.
3. Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANA-MICC).
4. Perform project escalations in a timely manner when client performance requirements are not met.
5. Address client concerns in reference to products, services rendered or employee interactions.
6. Serve as resource person for staff regarding the client, client procedures, and client product(s).
7. Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
8. Manage client invoicing.
MEDICAL INFORMATION SUPPORT
9. Triage and respond to medical information inquiries from physicians, pharmacists, nurses, and other health care professionals, consumers, and payers. Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
10. Utilize writing skills for adverse event and product complaint narrative during intake as well as medical inquiry custom responses.
11. Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.)
12. Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures. Knowledge of FDA’s post-marketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and level or depth of information to be collected.
13. Coordinate processes necessary for responding to product quality-related complaints. This process may involve interactions with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant.
14. Maintain product, therapeutic area, and client specific requirements knowledge.
15. Ensure good documentation, high quality, and excellent customer service.
16. Medical writing and Medical Information content development. Provide medical writing to assist in drafting of Medical Information response documents [FAQs, Scientific Response Documents (SRDs), Custom Response Documents (CRDs)] and/or work collaboratively with medical writing team to develop these materials.
17. Staffing at scientific medical affairs booths.
18. On-call responsibilities on an as assigned basis
GENERAL
19. Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support.
20. Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
21. 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.
22. Education: Healthcare or Life Sciences degree or equivalent (Pharmacy degree preferred)
23. Experience and/or Training: One to two years experience in Medical Information and/or relevant pharmaceutical industry experience
PREFERRED QUALIFICATIONS:
24. Education: Advanced healthcare degree (preferred PharmD or equivalent).
25. Experience and/or Training: Two to 5 years of Medical Information and/or pharmaceutical industry experiences.
26. Experiences in a Contact Center and Pharmaceutical industry environment.
27. Skills in project management and time management.
28. Technology/Equipment: Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
29. Knowledge: Therapeutic expertise. Ability to critically evaluate medical literature. Medical Information contact center systems and processes.
30. Language skills: fluent English, additional language skills highly desirable.
31. Experience in Drug Information or a specialty area, particularly in Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty.
32. Positive Attitude and Energy – Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
33. Communication Skills – Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
34. Innovator – Transforms creative ideas into original solutions that positively impact the company’s performance.
35. Highly Principled – Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.
Work Perks
36. Competitive Wages
Above market salary structures as part of our total rewards program
37. Retirement Resources
Generous employer matching retirement solutions
38. Health & Wellness
Leading health, dental and vision insurance products
39. Continuous Education
Employer-funded tuition reimbursement
40. Global Workplace Flexibility
Remote and hybrid work across the globe
41. Paid Time Off
Generous paid time off including company holidays
42. Training & Development
Company provided training and development
43. Employee Assistant Programs
Offering financial, work-life balance, legal solutions and more to employees at no cost 24-7-365