Medical Information Representative

At EVERSANA®, we are proud to be a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world through our global team of more than 6,000 employees committed to delivering next-generation commercialization services to the life sciences industry. We serve more than 670 clients, from innovative biotech start-ups to established pharmaceutical companies, helping bring innovative therapies to market and supporting the patients who depend on them.

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 management of adverse events and product complaints.

As a functional member of the Medical Information Contact Center (MICC) team, this position delivers industry-leading services, including Contact Center staffing for responding to product information requests as well as identifying and managing adverse events and/or product quality issues. This role requires clinical and therapeutic knowledge, critical and analytical thinking, and a customer/patient-centric approach. Medical Information Representatives typically support multiple pharmaceutical clients, products, and therapeutic areas.

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 and accurately document adverse events and product complaints during customer interactions.
• Perform intake and 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.
• Make accurate assessments regarding the level and depth of information required.
• Utilize writing skills for adverse event and product complaint narrative during intake as well as documentation of medical inquiry.
• Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.).
• Coordinate and support processes necessary for responding to product quality-related complaints, collaborating with personnel in 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.
• Staff scientific medical affairs booths.
• Perform 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.
• Contribute to process improvement impacting metrics associated with the Medical Communications Contact Center.
• All other duties as assigned.

Requirements

• Associate, Bachelor’s, or master’s degree in Nursing or a related healthcare discipline (e.g., allied health, clinical sciences) from an accredited institution.
• Strong clinical and healthcare background with excellent verbal/written communication skills.
• 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.

Qualifications

• Preferred Education: Advanced healthcare degree or higher in a 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: Proficiency in telephony, Medical Information databases, Microsoft Office, and video conference platforms.
• Knowledge: Therapeutic expertise, ability to critically evaluate medical literature, familiarity with Medical Information contact center systems and processes, and experience in Drug Information or specialty areas (e.g., Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology).
• Soft Skills: Positive attitude, strong communication skills, ability to innovate, and high integrity.

Schedule

• Full-time (40+ hours per week, typically Monday to Friday).
• Flexible scheduling as required by clients and management.
• Travel up to 10% may be required.

Pay

This role is eligible for hire in select U.S. locations based on business and operational considerations. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.

Benefits

More information about EVERSANA’s benefits package can be found at eversana.com/careers.