Medical Information Specialist

EVERSANA•Overland Park, KS

3h•$120,000

About The Position

The Medical Information Specialist is part of EVERSANA’s Medical Information Contact Center (MICC), providing timely, scientifically balanced, evidence-based, nonpromotional responses to unsolicited requests from healthcare professionals, patients, caregivers, and payers. The role supports the safe and effective use of pharmaceutical products, handles adverse events and product complaints, and contributes to medical writing. Specialists may support multiple pharmaceutical clients, products, and therapeutic areas, using clinical and therapeutic knowledge, critical thinking, and a customer- and patient-centric approach. The position responds to inquiries through channels such as phone, email, CRM, and chat; researches and evaluates medical literature; and prepares inquiry responses and adverse-event or product-complaint narratives. It also supports the creation of medical information materials, coordinates product-quality complaint processes, and may assist with scientific medical affairs booths, research projects, process improvements, and field team support. The role includes on-call responsibilities as assigned and generally does not require travel, though travel of up to 10% may be needed. Employees must be able to work full time and flex their schedules as required by clients and management.

Requirements

Advanced healthcare degree; 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%.

Nice To Haves

Pharmacist license.
Experience in a contact center and pharmaceutical industry environment.
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, Cardiology, or another specialty.
Knowledge of FDA postmarketing adverse-event reporting regulations and safety terminology.
Positive attitude, energy, and ability to encourage and motivate others.
Ability to communicate ideas clearly and encourage participation.
Ability to turn creative ideas into original solutions.
Professional integrity, credibility, character, and ethical behavior.

Responsibilities

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.
Handle inquiries across phone, email, CRM, chat, and other channels.
Identify adverse events and product complaints; collect information and prepare reports in accordance with EVERSANA-MICC and client standard operating procedures.
Write adverse event and product complaint narratives and custom responses to medical inquiries.
Coordinate product-quality complaint processes with relevant parties, including Quality Assurance, Regulatory Affairs, and complainants.
Maintain knowledge of product, therapeutic-area, and client-specific requirements.
Maintain good documentation, high quality, and excellent customer service.
Assist with drafting medical information response documents, including FAQs, Scientific Response Documents, and Custom Response Documents, and collaborate with medical writers as needed.
Staff scientific medical affairs booths.
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.
Contribute to process improvements and maintain or improve customer service and performance metrics.
Perform other duties as assigned.