Medical Information Specialist

EVERSANA•Overland Park, KS

About The Position

The Medical Information Specialist is a customer-facing member of EVERSANA’s Medical Information Contact Center (MICC), supporting the safe and effective use of pharmaceutical products by providing timely, scientifically balanced, evidence-based, nonpromotional information in response to unsolicited questions from healthcare professionals, patients, caregivers, and payers. The role also supports post-marketing handling of adverse events and product complaints. Specialists may support multiple pharmaceutical clients, products, and therapeutic areas, and use clinical and therapeutic knowledge, critical thinking, analytical skills, and a customer- and patient-centric approach. The position responds to product information requests across multiple channels, identifies and handles adverse events and product quality issues, and contributes medical writing for written responses to medical questions. It may also involve scientific medical affairs booth staffing, assigned on-call duties, market and competitive research, process improvement, training, and field liaison support. The role is full-time, requires flexibility in scheduling, and generally does not require travel, though travel of up to 10% may be needed. The work is performed in an office environment. Employees may be required to stand or sit for long periods, walk, talk, hear, reach, and grasp, and occasionally lift or move up to 25 pounds. The environment is usually moderately quiet, with frequent interruptions and multiple demands.

Requirements

Advanced healthcare degree; a PharmD or higher is preferred.
Strong clinical background.
Excellent verbal and written communication skills.
Ability to work full-time and be flexible with scheduling as required by clients and management.
Ability to travel up to 10%.
Ability to perform the physical and mental functions of the role, including sitting or standing for extended periods and occasionally lifting or moving up to 25 pounds.

Nice To Haves

Pharmacist license.
Experience in a contact center and pharmaceutical industry environment.
Technology proficiency with telephony, Medical Information databases, Microsoft Office, and video conference platforms.
Therapeutic expertise and ability to critically evaluate medical literature.
Knowledge of Medical Information contact center systems and processes.
Experience in Drug Information or a specialty area, particularly Oncology, Hematology, Immunology, rare disease, Neurology, or Cardiology.
Positive attitude and energy, including a genuine interest in others and the ability to energize and encourage colleagues.
Ability to develop and articulate ideas and information in ways that create understanding and encourage participation.
Ability to transform creative ideas into original solutions that positively affect company performance.
Professional integrity, credibility, character, and ethical conduct.

Responsibilities

Respond to medical information inquiries from physicians, pharmacists, nurses, other 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 during customer interactions and collect information needed for compliant reports.
Follow EVERSANA-MICC and client standard operating procedures for adverse event and product complaint intake.
Assess what information must be obtained and determine the appropriate depth of information collection.
Coordinate responses to product quality complaints, including communication with Quality Assurance, Regulatory Affairs, and complainants.
Maintain knowledge of product, therapeutic-area, and client-specific requirements, and ensure strong documentation, quality, and 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.
Perform on-call duties as assigned.
Contribute to market and competitive product research, operational and process improvements, field team training, and field liaison support.
Maintain and contribute to process improvements that positively affect Medical Communications Contact Center metrics and customer service.
Perform other duties as assigned.