Medical Information Client Manager - Team Lead

EVERSANA•Overland Park, KS

31d

About The Position

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.

Requirements

Pharm.D. Degree
One to two years of Medical Information and/or pharmaceutical industry experiences.
Ability to critically evaluate medical literature.
Medical Information contact center systems and processes.
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 company’s performance.
Highly Principled – Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

Nice To Haves

Advanced healthcare degree (preferred PharmD or higher).
2-5 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 proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
Therapeutic expertise.
Experience in Drug Information or a specialty area, particularly in Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty.

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 (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 has 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 assure compliance with client performance requirements of EVERSANA-MICC.
Provide constructive suggestions and follow through with 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 FDA’s 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 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 as 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