Medical Information Representative

About the role

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 managing of adverse events and product complaints.

Responsibilities

• Independently respond to unsolicited medical information inquiries from physicians, pharmacists, nurses, and other healthcare professionals, consumers, and payers.
• Utilize medical information and clinical expertise to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
• Identify & accurately document adverse events and product complaints during customer interactions.
• Perform intake & generate accurate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures.
• Demonstrate knowledge of FDA’s post-marketing adverse event reporting regulations and safety terminology.
• Ability to make accurate assessments regarding level & depth of information required.
• Utilize writing skills for adverse event and product complaint narrative during intake as well as documentation of medical inquiry.
• Independently handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.).
• Collapse processes necessary for responding to product quality-related complaints. This process may involve collaborating with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant.
• Maintain up-to-date knowledge of products, therapeutic areas, and client specific requirements.
• Ensure accurate documentation, high quality, and excellent customer service.
• Staffing at scientific medical affairs booths.
• On-call responsibilities on an assigned basis.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Qualifications

• Education: Associate, Bachelor’s or master’s degree in Nursing or a related healthcare discipline (e.g. allied health, clinical sciences) from an accredited institution.
• Experience and/or Training: Strong clinical and healthcare background with excellent verbal/written communications skills along with the ability to work independently and as part of a team. Strong healthcare or clinical background with the ability to interpret and communicate medical information clearly and accurately.
• PREFERRED QUALIFICATIONS:
• Education: Advanced healthcare degree or higher in healthcare-related field or equivalent.
• Licenses/Certificates: Registered Nurse (RN) or equivalent licensure.
• Experience and/or Training: Minimum 2 years of work experience in medical and healthcare, pharmaceutical industry, or equivalent. Direct clinical or patient-facing healthcare experience is strongly preferred. Experience in a Contact Center.
• 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 specialties.
• 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.

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, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process.