Medical Information Client Manager - Team Lead

EVERSANA•Overland Park, KS

26d

About The Position

The Medical Information Client Manager supports EVERSANA’s Medical Information Contact Center (MICC), a customer-facing function that provides timely, scientifically balanced, evidence-based, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. The function also supports post-marketing handling of adverse events and product complaints. This role ensures the success of assigned clients through implementation, ongoing oversight, regular client touchpoints, and meetings. It acts as a liaison with client stakeholders, understands client needs, and ensures services meet expectations, key performance indicators, and service levels. The position also leads and mentors staff, supports training and performance, and helps maintain accurate client and product resources and compliant work processes. The role provides medical information support, including triaging and responding to inquiries, evaluating medical literature, preparing medical writing and custom responses, and identifying and documenting adverse events and product complaints. Work may span phone, email, CRM, chat, and other platforms. Additional duties include client audits and invoicing, staffing scientific medical affairs booths, assigned on-call responsibilities, and miscellaneous research, process-improvement, training, and field-support projects. The position is full-time, requires scheduling flexibility as needed, and may require travel up to 10%.

Requirements

Pharm.D. degree.
One to two years of Medical Information and/or pharmaceutical industry experience.
Ability to work full time and be flexible with scheduling as required by clients and management.
Ability to travel up to 10%.
Technology proficiency with telephony, Medical Information databases, Microsoft Office, and video-conference platforms.
Ability to critically evaluate medical literature.
Knowledge of Medical Information contact-center systems and processes.
Knowledge of FDA postmarketing adverse-event reporting regulations and safety terminology.
Strong medical writing, communication, customer service, documentation, and time-management abilities.
Ability to identify and collect appropriate information for adverse-event and product-complaint reports.
Ability to work in an office environment with frequent interruptions and multiple demands; frequently reach, grasp, stand and/or sit for extended periods, walk, talk, and hear; occasionally lift or move up to 25 pounds.

Nice To Haves

Advanced healthcare degree, preferably PharmD or higher.
Two to five years of Medical Information and/or pharmaceutical industry experience.
Experience in a contact-center and pharmaceutical-industry environment.
Project-management skills.
Therapeutic expertise.
Experience in Drug Information or a specialty area, particularly Oncology, Hematology, Immunology, rare disease, Neurology, or Cardiology.
Positive attitude and energy, including the ability to energize others and heighten morale.
Ability to communicate ideas clearly, foster understanding, and encourage participation.
Ability to transform creative ideas into solutions that positively affect company performance.
Professional integrity, credibility, character, and ethical conduct.

Responsibilities

Oversee assigned client implementation and ongoing management, including regular touchpoints and meetings.
Understand client needs and ensure deliverables meet expectations, including KPIs and service levels.
Liaise with client stakeholders on services provided by EVERSANA Medical Information Contact Center Medical Communications.
Escalate client performance issues in a timely manner and address client concerns about products, services, or employee interactions.
Serve as a resource for staff regarding clients, client procedures, and client products.
Participate in client audits and collaborate with EVERSANA Quality to facilitate them.
Manage client invoicing.
Mentor junior staff and provide initial and ongoing staff training.
Ensure staff performance and proficiency across client products and procedures.
Monitor and update client resources and maintain client and product reference files.
Monitor inquiry-handling processes and ensure compliance with client performance requirements.
Suggest and implement appropriate process or content changes to meet EVERSANA-MICC service standards and client expectations.
Triage and respond to medical information inquiries from healthcare professionals, consumers, and payers.
Identify, research, and critically evaluate medical literature to develop responses to medical information inquiries.
Write adverse-event and product-complaint narratives during intake and prepare custom medical inquiry responses.
Handle requests through multiple channels and platforms, including phone, email, CRM, and chat.
Identify adverse events and product complaints, and conduct intake sufficient to generate reports in compliance with EVERSANA-MICC and client procedures.
Assess what information must be obtained and the appropriate depth of information to collect.
Coordinate product quality complaint response processes with relevant personnel, including Quality Assurance, Regulatory Affairs, and complainants.
Maintain knowledge of product, therapeutic-area, and client-specific requirements.
Ensure good documentation, high-quality work, and excellent customer service.
Draft or collaborate on Medical Information response materials, including FAQs, Scientific Response Documents (SRDs), and Custom Response Documents (CRDs).
Staff scientific medical affairs booths as assigned and fulfill on-call responsibilities as assigned.
Support miscellaneous projects, including market and competitive product research, operational and process improvements, field-team training, and field liaison support.
Perform other duties as assigned.
Maintain and contribute to process improvements that positively affect Medical Communications Contact Center metrics and customer service.
Work full time with flexibility in scheduling as required by clients and management; travel up to 10% may be required.