Associate Director, Medical Information

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 nonpromotional information in response to unsolicited requests from healthcare professionals patients caregivers and payers. Medical Information also plays an important role in handling adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team this position ensures client success by providing oversight and/or management of assigned clients including implementation ongoing client management support regular touchpoints and meetings. This position requires the ability to understand client needs ensure deliverables meet expectations including key performance indicators (KPIs) and service levels. The Associate Director will be expected to hire manage coach mentor and support the development of direct reports and provide leadership regarding MICC operations procedures and client/project operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:  

PEOPLE MANAGEMENT

Manage direct reports including mentoring coaching training goal setting and feedback.

• Direct the activities and responsibilities of the Medical Information Specialists Medical Information Managers and Medical Information Client Manager-Team Leads (CM-TL) who report to this position.
• Support staff development and career development. Support the hiring and recruitment of MICC staff.

CLIENT MANAGEMENT AND OPERATIONS OVERSIGHT

• 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 KPI and service level agreements.
• Assist with developing and executing Medical Information operational strategy and strategic initiatives.
• Oversee Statement of Works (SOWs) invoicing and client related Profit & Loss (P&L).
• Understand client needs pipeline any significant organizational changes and any product changes/new product approvals.
• Direct the daily operations of the MICC. This includes active monitoring of current workload (call volume inquiry volume phone staffing/coverage) and making adjustments or directing/reassigning staff to specific tasks/functions as warranted.
• Oversight and review of daily/monthly schedules schedule planning reviewing and approving or denying requests for PTO based on operational needs/workload/staffing.
• Determine plan and execute clinical customer/client-service or other training programs for the MICC staff.
• Identify and deliver appropriate project management training programs to existing and emerging CM-TL. 
• Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANAMICC).
• Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
• Manage client invoicing.

TEAM LEADERSHIP

• Mentor junior staff. Provide initial and ongoing training to staff.
• Ensure staff performance and proficiency across client product(s) & procedures.
• Monitor and update client resources to ensure staff have the most accurate and current information.
• Maintain client and client product information reference files.
• Proactively monitor work processes related to handling medical information inquiries and ensure compliance with client performance requirements of EVERSANA-MICC.
• Provide constructive suggestions and follow through with the implementation of appropriate changes. This may include revising/updating content or processes to meet EVERSANAMICC service standards as well as the expectations and requirements of the client(s).

MEDICAL INFORMATION SUPPORT

• Provide medical information contact center support as needed.
• Triage and respond to unsolicited medical information inquiries from health care professionals consumers and other contact center customers. Utilize medical information skills to identify research and critically evaluate medical literature to create responses to medical information inquiries.
• Handle medical information requests across multiple channels and platforms (phone email CRM live chat etc.)
• Identify and perform intake of adverse events and product complaints during interactions with customers in compliance with EVERSANA-MICC and client standard operating procedures. Knowledge of FDAs post-marketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and the level or depth of information to be collected.

ALL OTHER DUTIES AS ASSIGNED

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

PEOPLE LEADER  

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above this role also includes the following unique responsibilities: 

• Responsible for and overseeing their respective department.
• Interview select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
• Determine job objectives work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes promotions transfers discipline and discharge and administer all other personnel actions.

EXPECTATIONS OF THE JOB:

• Metrics: Maintain and contribute towards process improvement which positively impacts metrics associated with activities of the MICC; metrics are subject to change annually or more often as deemed necessary.
• Customer Services: Maintain and drive continuous improvement initiatives to optimize customer service and customer satisfaction associated with MICC service delivery.
• Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
• Travel: This position requires business travel and will need to be able to travel up to approximately 10-15%.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications :

MINIMUM KNOWLEDGE SKILLS AND ABILITIES:

The requirements listed below are representative of the experience education knowledge skill and/or abilities required.

• Education: Advanced healthcare degree (preferred PharmD or higher).   
• Experience: Five years of Medical Information and/or pharmaceutical industry experience.
• Knowledge of Medical Information Industry Best Practices.
• Excellent interpersonal and communications skills and the ability to listen to and understand complex issues and needs of various stakeholders including Corporate and Divisional personnel staff members clients/customers vendors technical/systems issues/limitations. Some of these issues/needs may conflict with other issues/needs necessitating good judgment and the need for decisions that put the safety of patients and the delivery of our service to clients first.
• Ability to effectively motivate/monitor/manage individuals to ensure performance of all required activities/tasks/functions.
• Detailed familiarity and understanding of FDA Regulations and the US health-care system including the sector of our client base (biologics pharmaceuticals medical device manufacturers). In particular detailed knowledge and understanding of the regulatory and compliance environment as it relates to the medical communications contact center. Ability to maintain this understanding as regulations/conditions evolve.
• Familiarity and experience with planning/designing/delivering effective training programs including an understanding of various learning styles and appropriate tailoring/customization of programs based on learning style.

PREFERRED QUALIFICATIONS:

• Education:  Advanced Healthcare Degree (preferred PharmD or equivalent) Masters in Business Administration or Regulatory Science. Licensure:  Pharmacist license.
• Experience and/or Training:  More than five years of experience in Medical Information management role and/or relevant pharmaceutical industry management position.
• Demonstrable skills in strategic/analytical thinking people management/development project management and time management. 
• Technology/Equipment: Technology proficiency in the areas of telephony Medical Information database Microsoft Office and video conference platforms.
• 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.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those that an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach grasp stand and/or sit for long periods of time (up to 90% of the shift) walk talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet with frequent interruptions and multiple demands.

Additional Information :

OUR CULTURAL BELIEFS:

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 empower others to act now.

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.

Embrace Diversity I create an environment of awareness and respect.

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 e-mails 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.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.  Compensation will be determined based on relevant experience other job-related qualifications/skills and geographic location (to account for comparative cost of living).  More information about EVERSANAs benefits package can be found at  reserves the right to modify this base salary range and benefits at any time. 

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.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process please contact us at .

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Remote Work :

Yes

Employment Type :

Full-time