Medical Information Client Manager
Medical Information Client Manager
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Job Description
THE POSITION:
Medical Information is a critically important customerfacing function that supports the safe and effective use of pharmaceutical company products by providing timely scientifically balanced evidence based nonpromotional information in response to unsolicited requests from healthcare professionals patients caregivers and payers. Medical Information also plays an important role in postmarketing 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 (fulltime position) and the eligible candidates must hold a valid work permit in the European Union or the UK or other Third Countries. EVERSANA is not responsible for providing employees with eligibility to work in a country
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
- 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 (EVERSANAMICC).
- 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. Utilize medical information skills to identify research and critically evaluate medical literature to create responses to medical information inquiries.
- Utilize writing skills for adverse event and product complaint narrative during intake as well as medical inquiry custom responses.
- Handle requests across multiple channels and platforms (phone email CRM chat etc.
- Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate adverse event and product complaint reports in compliance with EVERSANAMICC and client standard operating procedures. Knowledge of FDAs postmarketing 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.
- Coordinate processes necessary for responding to product qualityrelated complaints. This process may involve interactions with personnel in the following departments: Quality Assurance Regulatory Affairs and the complainant.
- Maintain product therapeutic area and client specific requirements knowledge.
- Ensure good documentation high quality and excellent customer service.
- 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.
- Staffing at scientific medical affairs booths.
- Oncall responsibilities on an as assigned basis
GENERAL
- Miscellaneous projects such as market and competitive product research operational and process improvements field team training and field liaison support.
- Demonstrate a commitment to diversity equity and inclusion through continuous development modeling inclusive behaviors and proactively managing 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 experiences.
- Experiences in a Contact Center and Pharmaceutical industry environment.
- Skills in project management and time management.
- Technology/Equipment: Technology proficiency in the areas of telephony Medical Information database Microsoft Office and video conference platforms.
- Knowledge: Therapeutic expertise. Ability to critically evaluate medical literature. Medical Information contact center systems and processes.
- Language skills: fluent English additional language skills highly desirable.
- Experience in Drug Information or a specialty area particularly in Oncology Hematology Immunology rare disease Neurology Cardiology or other specialty.
- 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.
- 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.
- Innovator Transforms creative ideas into original solutions that positively impact the companys performance.
- Highly Principled Proves to be a professional of unquestionable integrity credibility and character who demonstrates high moral and ethical behavior.
Additional Information :
Patient Minded I act with the patients best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and hold myself accountable.
Embrace Diversity I create an environment of awareness and respect.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone anywhere anytime to achieve results.
Communication Matters I speak up to create transparent thoughtful and timely dialogue.
Always Innovate I am bold and creative in everything I do.
Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited emails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.
From EVERSANAs inception Diversity Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths experiences and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.
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Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
