Medical Information Client Manager - Team Lead

EVERSANA•Overland Park, KS

27d

About The Position

The Medical Information Client Manager supports safe and effective use of pharmaceutical products by providing timely, scientifically balanced, evidence-based, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. The role also supports post-marketing adverse event and product complaint handling. As part of EVERSANA’s Medical Information Contact Center team, this position oversees assigned clients from implementation through ongoing management, maintaining client relationships and ensuring that deliverables meet expectations, key performance indicators, and service levels. The position combines client management and team leadership with hands-on medical information support. It mentors and trains staff, monitors their proficiency and the accuracy of client resources, and helps ensure compliant, high-quality inquiry handling. The role triages and responds to medical information inquiries, evaluates medical literature, supports medical writing and content development, and processes adverse events and product complaints according to applicable procedures. It may also support audits, invoicing, scientific medical affairs booths, field teams, and operational improvement projects. The position is full-time, with flexibility in work scheduling as required by clients and management. Travel is generally not required, though the employee must be able to travel up to 10%. The work is performed in an office environment, where the employee may sit or stand for long periods, frequently up to 90% of a shift, and occasionally lift or move up to 25 pounds. The role may include assigned on-call responsibilities.

Requirements

Doctor of Pharmacy (Pharm.D.) degree.
One to two years of Medical Information and/or pharmaceutical industry experience.
Ability to work full-time and maintain flexible work scheduling as required by clients and management.
Ability to travel up to 10%.
Ability to work in an office environment, including frequently reaching, grasping, standing and/or sitting for long periods, walking, talking, and hearing; occasional lifting or moving of up to 25 pounds.
Knowledge of FDA postmarketing adverse event reporting regulations and safety terminology, and ability to assess what information must be obtained and how much detail to collect.
Ability to identify, research, and critically evaluate medical literature.
Strong medical writing, communication, and customer service skills.
Ability to manage medical information inquiries and adverse event and product complaint intake in accordance with applicable procedures.

Nice To Haves

Advanced healthcare degree, preferably Pharm.D. 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 and time management skills.
Proficiency with telephony, Medical Information databases, Microsoft Office, and video conference platforms.
Therapeutic expertise and knowledge of Medical Information contact center systems and processes.
Drug Information experience or experience in a specialty area, particularly Oncology, Hematology, Immunology, rare disease, Neurology, or Cardiology.
Positive attitude and energy, including an upbeat approach, genuine interest in others, and the ability to energize others and improve morale.
Communication skills, including the ability to articulate ideas and information clearly and encourage others to participate.
Ability to turn creative ideas into original solutions that positively affect company performance.
Professional integrity, credibility, character, and ethical behavior.

Responsibilities

Oversee assigned client relationships, including implementation, ongoing management, regular touchpoints, and meetings.
Understand client needs and ensure deliverables meet client expectations, key performance indicators, and service levels.
Act as liaison with client stakeholders regarding EVERSANA Medical Information Contact Center Medical Communications services.
Escalate projects promptly when client performance requirements are not met 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 training.
Ensure staff performance and proficiency across client products and procedures.
Monitor and update client resources and maintain client and product information reference files.
Monitor medical information inquiry processes and ensure compliance with EVERSANA-MICC and client performance requirements.
Suggest and implement appropriate process or content changes to meet 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 prepare responses.
Write adverse event and product complaint narratives during intake and develop custom medical inquiry responses.
Handle requests across channels and platforms, including phone, email, CRM, and chat.
Identify adverse events and product complaints, gather sufficient information, and prepare reports in compliance with EVERSANA-MICC and client procedures.
Coordinate responses to product quality complaints with relevant parties, which may include Quality Assurance, Regulatory Affairs, and complainants.
Maintain knowledge of product, therapeutic area, and client-specific requirements and ensure accurate documentation, high quality, and customer service.
Draft or collaborate on Medical Information response documents, including FAQs, Scientific Response Documents, and Custom Response Documents.
Provide staffing at scientific medical affairs booths and perform assigned on-call duties.
Support miscellaneous projects, including market and competitive product research, process improvements, field team training, and field liaison support.
Maintain and contribute to process improvements that positively affect contact center metrics and customer service.
Perform other duties as assigned.