Medical Information Representative

EVERSANA•Overland Park, KS

4d•$80,000

About The Position

The Medical Information Representative is a customer-facing member of EVERSANA’s Medical Information Contact Center (MICC), supporting the safe and effective use of pharmaceutical products. The role provides timely, scientifically balanced, evidence-based, non-promotional responses to unsolicited inquiries from healthcare professionals, patients, caregivers, and payers. It also supports post-marketing adverse event and product complaint management. Representatives may work with multiple pharmaceutical clients, products, and therapeutic areas and apply clinical knowledge, critical thinking, and a customer- and patient-centered approach. The position involves responding to medical inquiries, researching and evaluating medical literature, documenting inquiries and safety reports, and coordinating product quality complaint processes. Representatives work across contact channels and systems, maintain knowledge of products and client requirements, and uphold service quality and applicable procedures. The role may include staffing scientific medical affairs booths and assigned on-call duties. This is a full-time role of 40 or more hours per week, typically Monday through Friday, with scheduling flexibility as required by clients and management. Travel is generally not required, though travel of up to 10% may be needed. The position is eligible for hire in select U.S. locations. Compensation is listed as up to USD 80,000 yearly; the posting does not provide a lower end of a salary range.

Requirements

Associate, bachelor’s, or master’s degree in nursing or a related healthcare discipline, such as allied health or clinical sciences, from an accredited institution.
Strong clinical and healthcare background.
Excellent verbal and written communication skills, including the ability to communicate medical information clearly and accurately.
Ability to work independently and as part of a team.
Ability to engage effectively with healthcare professionals, patients, and caregivers.
Ability to work full time (40 or more hours per week), typically Monday through Friday, and be flexible with scheduling as required by clients and management.
Ability to travel up to 10% if needed.
Ability to meet the physical and mental demands of the job, including frequently reaching, grasping, standing and/or sitting for long periods, walking, talking, and hearing; occasional lifting or moving of up to 25 pounds.

Nice To Haves

Advanced healthcare degree or higher in a healthcare-related field, or equivalent.
Registered Nurse (RN) license or equivalent licensure.
At least 2 years of work experience in medical and healthcare, the pharmaceutical industry, or equivalent.
Direct clinical or patient-facing healthcare experience.
Contact Center experience.
Technology proficiency with telephony, Medical Information databases, Microsoft Office, and video conference platforms.
Therapeutic expertise and ability to critically evaluate medical literature.
Experience with Medical Information Contact Center systems and processes.
Drug Information or specialty-area experience, particularly in oncology, hematology, immunology, rare disease, neurology, or cardiology.
Upbeat attitude, genuine interest in others, and ability to energize others and support morale.
Ability to develop and articulate ideas and information that promote understanding and encourage participation.
Ability to turn creative ideas into original solutions that positively affect company performance.
Professional integrity, credibility, and ethical conduct.

Responsibilities

Independently respond to unsolicited medical information inquiries from healthcare professionals, consumers, and payers.
Use medical information and clinical expertise to identify, research, and critically evaluate medical literature and prepare inquiry responses.
Identify and accurately document adverse events and product complaints during customer interactions.
Perform intake and generate accurate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures.
Apply knowledge of FDA post-marketing adverse event reporting regulations and safety terminology.
Assess accurately the level and depth of information required for requests.
Write adverse event and product complaint narratives during intake and document medical inquiries.
Handle requests independently across channels and platforms, including phone, email, CRM, and chat.
Coordinate and support processes for responding to product quality complaints, collaborating as needed with Quality Assurance, Regulatory Affairs, and complainants.
Maintain current knowledge of products, therapeutic areas, and client-specific requirements.
Ensure accurate documentation, high quality, and excellent customer service.
Staff scientific medical affairs booths.
Fulfill assigned on-call responsibilities.
Contribute independently to process improvements that positively affect Medical Information Contact Center metrics.
Demonstrate commitment to diversity, equity, and inclusion through ongoing development, inclusive behavior, and proactive bias management.
Perform other duties as assigned.