Medical Information Client Manager Team Leader

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 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.

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.

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

• 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 EVERSANA-MICC 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 the level or depth of information to be collected.
• 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.
• 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.
• On-call responsibilities on an assigned basis.
• Miscellaneous projects such as market and competitive product research operational and
  process improvements field team training and field liaison support.

ALL OTHER DUTIES AS ASSIGNED
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions of this position.

EXPECTIONS OF THE JOB:

• Metrics: Maintain and contribute toward process improvement which positively impacts metrics associated with activities of the Medical Communications Contact Center; metrics are subject to change annually or more often as deemed necessary.
• Customer Services: Maintain and improve customer services associated with the activity of the Medical Communications Contact Center.
• Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
• Travel: In general this position does not travel; however the incumbent will need to be able to travel up to 10%.

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 in Life Sciences or healthcare degree or equivalent.
• Language: Must speak read and write in English fluently.
• Experience and/or Training: One to two years of Medical Information and/or pharmaceutical industry experiences.

PREFERRED QUALIFICATIONS:

• Education: Advanced healthcare degree in Life Sciences or healthcare degree of equivalent.
• Experience and/or Training:
  • Two to 5 years of Medical Information and/or pharmaceutical industry experiences.
  • Experience 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.
  • 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.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:
The physical and mental requirements along with the work environment characteristics described here are
representative of those 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.

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.

EVERSANA is an equal opportunity employer which values diversity in the workplace and encourages applications from all qualified applicants. If you require an accommodation to participate in the recruitment and selection process please contact us at

For details on our AODA Accessibility Policy please visit  posting is for an existing vacancy. AI technology may be used to enhance efficiency in the recruitment process but all hiring decisions are made by our human resources team in compliance with the Canada Human Rights Act.

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Remote Work :

Yes

Employment Type :

Full-time