Medical Information Representative

EVERSANA•Overland Park, KS

About The Position

The Medical Information Representative is a customer-facing member of EVERSANA’s Medical Information Contact Center (MICC). The role supports the safe and effective use of pharmaceutical products by providing timely, scientifically balanced, evidence-based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. It also supports post-marketing adverse-event and product-complaint management. Representatives may support multiple pharmaceutical clients, products, and therapeutic areas. The position calls for clinical and therapeutic knowledge, critical and analytical thinking, clear communication, and a customer- and patient-centric approach. The work includes handling inquiries across multiple channels, documenting and reporting adverse events and product complaints, maintaining product and client knowledge, and contributing to quality customer service and process improvement. The role typically follows a Monday-to-Friday schedule and requires 40 or more hours per week, with scheduling flexibility as needed. Travel is generally not required but may be up to 10%.

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 engage effectively with healthcare professionals, patients, and caregivers.
Ability to interpret and communicate medical information clearly and accurately.
Ability to work independently and collaboratively as part of a team.
Able 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.
Able to travel up to 10% if needed.
Ability to successfully perform the position’s stated physical and mental demands, including frequently reaching, grasping, standing and/or sitting for long periods (up to 90% of a shift), walking, talking, and hearing, and occasionally lifting or moving up to 25 pounds.

Nice To Haves

Advanced healthcare degree or higher in a healthcare-related field, or equivalent.
Registered Nurse (RN) or equivalent licensure.
At least two years of work experience in medical or healthcare, the pharmaceutical industry, or equivalent.
Direct clinical or patient-facing healthcare experience.
Contact Center experience.
Proficiency with telephony, Medical Information databases, Microsoft Office, and video-conference platforms.
Therapeutic expertise and ability to critically evaluate medical literature.
Experience in Drug Information or a specialty area, particularly Oncology, Hematology, Immunology, rare disease, Neurology, or Cardiology.
Upbeat attitude, genuine interest in others, and ability to energize others and improve morale.
Ability to develop and articulate ideas and information that foster understanding and encourage participation.
Ability to turn creative ideas into original solutions that positively affect company performance.
Professional integrity, credibility, character, and high moral and ethical standards.

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 responses to inquiries.
Identify and accurately document adverse events and product complaints during customer interactions.
Perform intake and prepare accurate adverse-event and product-complaint reports in accordance with EVERSANA-MICC and client procedures.
Apply knowledge of FDA post-marketing adverse-event reporting regulations and safety terminology.
Assess accurately the level and depth of information required for each inquiry.
Write adverse-event and product-complaint narratives and document medical inquiries.
Handle requests independently across phone, email, CRM, chat, and other channels and platforms.
Coordinate and support product-quality complaint processes, 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 work, and excellent customer service.
Staff scientific medical affairs booths.
Fulfill assigned on-call responsibilities.
Contribute to process improvement that positively affects Medical Information Contact Center metrics.
Demonstrate commitment to diversity, equity, and inclusion through continuous development, inclusive behavior, and proactive bias management.
Perform other duties as assigned.