Job Description

Position Overview Medical Information is a critically important customer‑facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence‑based, non‑promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in post‑marketing handling of adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position delivers industry‑leading services, which include contact center staffing for responding to product information requests, identifying and handling adverse events and/or product quality issues, and medical writing as needed to generate written responses to medical questions received. This position requires clinical and therapeutic knowledge, critical and analytical thinking, and a customer/patient‑centric approach. Medical Information Specialists typically support multiple pharmaceutical clients, products, and therapeutic areas. Essential Duties and Responsibilities Respond to medical information inquiries from physicians, pharmacists, nurses, other health care professionals, consumers, and payers. Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries. Utilize writing skills for adverse event and product complaint narrative during intake as well as medical inquiry custom responses. Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.). Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate adverse event and product complaint reports in compliance with EVERSANA‑MICC and client standard operating procedures. Knowledge of FDA’s postmarketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and level or depth of information to be collected. Coordinate processes necessary for responding to product quality‑related complaints. This process may involve interactions with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant. Maintain product, therapeutic area, and client specific requirements knowledge. Ensure good documentation, high quality, and excellent customer service. Medical writing and Medical Information content development. Provide medical writing to assist in drafting of Medical Information response documents (FAQs, Scientific Response Documents (SRDs), Custom Response Documents (CRDs)) and/or work collaboratively with medical writing team to develop these materials. Staffing at scientific medical affairs booths. On‑call responsibilities on an as‑assigned basis. Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support. All other duties as assigned. Expectations of the Job Metrics: Maintain and contribute toward process improvement which positively impacts metrics associated with activities of the Medical Communications Contact Center; metrics are subject to change annually or more often as deemed necessary. Customer Services: Maintain and improve customer services associated with activity of the Medical Communications Contact Center. Hours: Able to work full time and be flexible with work scheduling as required by clients and management. Travel: In general, this position does not travel; however, the incumbent will need to be able to travel up to 10%. Minimum Knowledge, Skills, and Abilities Education: Advanced healthcare degree (preferred PharmD or higher). Experience and Training: Strong clinical background and excellent verbal and written communication skills. Preferred Qualifications Education: Advanced healthcare degree (preferred PharmD or higher). Licensure: Pharmacist license. Experience and Training: Experience in a contact center and pharmaceutical industry environment. Technology Proficiency: Proficiency in telephony, Medical Information database, Microsoft Office, and video conference platforms. Knowledge: Therapeutic expertise. Ability to critically evaluate medical literature. Knowledge of medical information contact center systems and processes. Experience in drug information or a specialty area, particularly in oncology, hematology, immunology, rare disease, neurology, cardiology, or other specialty. Positive Attitude and Energy: Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through attitude. Communication Skills: Ability to develop and articulate ideas and information that generate understanding and create a climate that motivates and encourages others to participate. Innovator: Transforms creative ideas into original solutions that positively impact the company’s performance. Highly Principled: Proves to be a professional of unquestionable integrity, credibility, and character who demonstrates high moral and ethical behavior. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other protected characteristic. This includes veterans and persons with disabilities. #J-18808-Ljbffr

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