Medical Information Client Manager / Team Lead

About the role

EVERSANA is a global company dedicated to creating a healthier world through innovative commercialization services for the life sciences industry. We serve over 650 clients, ranging from biotech start-ups to established pharmaceutical companies, and employ more than 7,000 passionate professionals.

Responsibilities

• 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 (EVERSANAMICC).
• Manage client invoicing.
• Mentor junior staff. Provide initial and ongoing training to staff. Ensure staff performance and proficiency across client product(s) & procedures.
• Proactively monitor work processes related to handling medical information inquiries, and assure compliance with client performance requirements of EVERSANA-MICC.
• Triage and respond to medical information inquiries from physicians, pharmacists, nurses, and other healthcare 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.
• Coordinate processes necessary for responding to product quality-related complaints. This 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.
• 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.
• Staff scientific medical affairs booths.
• On-call responsibilities on an as assigned basis.
• Perform miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support.
• Provide constructive suggestions and follow through with implementation of appropriate changes.

Qualifications

• Pharm.D. Degree
• One to two years of Medical Information and/or pharmaceutical industry experiences.

Skills

• Project management and time management.
• Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
• 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.

Benefits

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability. More information about EVERSANA’s benefits package can be found at eversana.com/careers.