Medical Information Client Manager / Team Lead

We need to output HTML fragment with sections only if content present. Must not repeat job title. No markdown fences. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to extract content. The posting includes a lot of intro about EVERSANA, then "Job Description THE POSITION: ..." then sections: Essential Duties And Responsibilities (with subparts: CLIENT MANAGEMENT, TEAM LEADERSHIP, MEDICAL INFORMATION SUPPORT). Then Expectations Of The Job (Metrics, Customer Services, Hours, Travel). Then Qualifications (MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: Education, Experience/Training, Preferred Qualifications). Then Physical/Mental Demands And Working Environment. Then Additional Information (cultural beliefs, fraud warning, compensation statement, benefits, EEO, etc). We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove cultural beliefs? Not sure if that's considered boilerplate; it's part of company culture but maybe not required. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The cultural beliefs section might be okay to keep? It's not explicitly prohibited. However, we should keep substantive information. The cultural beliefs list could be considered part of "About the role" maybe. But we have to decide sections. We need to include sections only when posting has real, specific content. So we can have: - About the role: maybe a paragraph summarizing the role (the description of Medical Information function). Could use the paragraph after "Job Description THE POSITION: ..." up to "Essential Duties And Responsibilities". That is substantive. - Responsibilities: list of duties (the Essential Duties And Responsibilities). Could be a

• for each bullet. The posting has subheadings CLIENT MANAGEMENT, TEAM LEADERSHIP, MEDICAL INFORMATION SUPPORT. We could either keep those as subheadings? But only allowed headings are the specified ones. We could embed subheadings as or just include in list items. Probably better to keep as list items with the subheading text included. - Requirements: maybe the Qualifications section (minimum knowledge, skills, abilities). Could split into Requirements and Qualifications? The instruction says we can use Requirements and Qualifications headings. We need to decide what goes where. Typically Requirements = mandatory qualifications; Qualifications = preferred. So we can put minimum knowledge under Requirements, and preferred qualifications under Qualifications. - Skills: maybe we can extract skills from preferred qualifications (project management, time management, technology proficiency, etc). Could be a separate Skills section. - Benefits: The posting mentions "EVERSANA is committed to providing competitive salaries and benefits for all employees." and "More information about EVERSANA’s benefits package can be found at eversana.com/careers." No specific benefits listed. So we should NOT create a Benefits section because no specific content. - Pay: The posting mentions compensation statement but no specific range. It says "If this job posting includes a base salary range, it represents the low and high end..." but no actual numbers. So we should not create Pay section. - Schedule: The posting mentions Hours: Able to work full time and be flexible with work scheduling as required by clients and management. Travel: up to 10%. That's schedule info. So we can create a Schedule section with that info. Also we have Expectations Of The Job (Metrics, Customer Services, Hours, Travel). Hours and Travel already covered; Metrics and Customer Services could be part of Responsibilities or Expectations. Could create a separate section maybe "Expectations" but not in allowed headings. Allowed headings are limited to those eight. So we need to fit content into those headings. We can put Metrics and Customer Services under Responsibilities maybe as additional bullet points. Physical/Mental Demands And Working Environment: not in allowed headings; maybe we can drop or incorporate into Requirements? Could be considered part of Qualifications? But not exactly. The instruction says include a section ONLY when posting has real, specific content for it — never emit a heading followed by filler/placeholder text. It does not forbid using other headings not listed? It says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That implies we should only use those headings. So we should not create headings for Physical/Mental Demands etc. We could incorporate that info into a paragraph under Requirements or maybe under About the role? Probably better to drop it as it's not required headings. However we must preserve ALL substantive information; we cannot drop substantive info. But we can embed it within allowed sections. For example, we could put physical demands under Requirements as a note. Similarly, cultural beliefs could go under About the role. Fraud warning and EEO boilerplate should be removed. Thus we need to produce HTML with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Schedule (maybe). Ensure we don't create empty sections. Let's extract content. About the role: The paragraph describing Medical Information function and role. Let's capture: "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, nonpromotional 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 ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. This position understands client needs, and ensures deliverables meet expectations, including key performance indicators (KPIs) and service levels." That seems good. Responsibilities: list of duties from Essential Duties And Responsibilities, plus Expectations (Metrics, Customer Services). We'll create bullet points. We need to avoid duplication. Let's list: - Client Management: - Ensure client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. - Understand client needs and ensure deliverables meet expectations, including KPIs and service levels. - Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANA -MICC). - Perform project escalations in a timely manner when client performance requirements are not met. - Address client concerns in reference to products, services rendered or employee interactions. - Serve as resource person for staff regarding the client, client procedures, and client product(s). - Participate in client audits and collaborate with EVERSANA Quality to facilitate audits. - Manage client invoicing. - Team Leadership: - Mentor junior staff. - Provide initial and ongoing training to staff. - Ensure staff performance and proficiency across client product(s) & procedures. - Monitor and update client resources to ensure staff has the most accurate and current information. - Maintain client and client product information reference files. - Proactively monitor work processes related to handling medical information inquiries, and assure compliance with client performance requirements of EVERSANA-MICC. - Provide constructive suggestions and follow through with implementation of appropriate changes (may include revising/updating content or processes to meet EVERSANAMICC service standards as well as the expectations and requirements of the client(s)). - Medical Information Support: - Triage and respond to medical information inquiries from physicians, pharmacists, nurses, and 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 post-marketing 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 (may involve interactions with 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. - 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: - 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. - Maintain and improve customer services associated with activity of the Medical Communications Contact Center. - 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%. We could merge Expectations into Responsibilities or keep as separate bullet list under Responsibilities. Now Requirements (minimum knowledge, skills, abilities): Education: Pharm.D. Degree Experience and/or Training: One to two years of Medical Information and/or pharmaceutical industry experiences. Also Physical/Mental Demands And Working Environment: we could include as note under Requirements. Let's capture: - Education: Pharm.D. Degree - Experience: One to two years of Medical Information and/or pharmaceutical industry experience. - Physical/Mental Demands: While performing essential functions, employee frequently required to reach, grasp, stand and/or sit for long periods (up to 90% of shift), walk, talk, hear; occasionally lift/move up to 25 pounds. Work environment moderately quiet with frequent interruptions and multiple demands. We could also include knowledge of FDA regulations etc but that's more in responsibilities. Now Qualifications (preferred): Education: Advanced healthcare degree (preferred PharmD or higher). Experience/Training: 2 to 5 years of Medical Information and/or pharmaceutical industry experiences. Experiences in a Contact Center and Pharmaceutical industry environment. Skills in project management and time management. Technology/Equipment: Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms. Knowledge: Therapeutic expertise. Ability to critically evaluate medical literature. 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 her/his attitude. Communication Skills – Possesses the ability to develop and articulate ideas and information that generate understanding and creates 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. We could also include "Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position" maybe under Requirements. Now Skills section: Could extract specific skills from preferred qualifications: project management, time management, technology proficiency (telephony, MI database, MS Office