Medical Information Specialist (Nurse)

For the past 25 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle.

About the Role

The Medical Information Specialist (MIS) position is part of the ProPharma Medical Information Contact Center and follows all corresponding regulations, industry standards, and client/internal policies regarding medical information and the collection and documentation of adverse events, special situation events, and product complaints.

Responsibilities

• Responds to unsolicited consumer, health care professional, and other external customer requests for medical and safety information received via telephone, website/e-mail, letter, fax, and scientific meetings on behalf of ProPharma’s pharmaceutical clients.
• Provides labeled and unlabeled medical/safety information responses in accordance with regulatory requirements, industry standards, and client and ProPharma internal policies and practices.
• Accurately identifies, documents, and reports adverse events, pregnancy reports, special situation events, and product complaints in a clear and concise manner per government regulations, ProPharma Standard Operating Procedures (SOPs), and client Working Practices (WPs).
• Ensures tasks are completed within the deadlines documented in the agreed ProPharma SOPs and WPs.
• Formulates and provides accurate responses utilizing approved labeling, company standard responses, published literature, and other data. Assists with writing custom medical information responses utilizing this data.
• Logs all enquiries handled in an accurate, comprehensive, and timely fashion into Inquiry Handling Systems.
• Maintains quality in all areas of the job, including performing quality checks on Adverse Events, Product Quality Complaints, correspondence, and enquiries logged into the Inquiry Handling Systems.
• Provides after-hours coverage on a rotated basis subject to business requirements.
• Adheres to company and country-specific privacy policies, ensuring any confidential information or personal data related to ProPharma and its clients is managed in accordance with Data Privacy regulations described in ProPharma SOPs and the Confidentiality Statement within the Contract of Employment.
• Complies with the Company’s health and safety policies.
• Performs other activities as assigned or delegated by the Manager.

Requirements

• Nursing degree (RN/BS/BA/MS) in Canada or US.
• Excellent verbal and written communication skills, including proofreading, professional telephone etiquette, and empathetic customer service skills.
• Ability to write in a fluent and grammatically correct manner in the target language for the role (English language proficiency).
• Working knowledge of medical terminology, pathophysiology, pharmacology, regulations, and industry standards.
• Strong cognitive abilities, including verbal reasoning, critical thinking, and analytical ability.
• Ability to multitask with attention to detail within restrictive timeframes, including sound planning, prioritizing, and organizational skills.
• Proactive with demonstrative ability to independently identify problems and suggest effective solutions.
• Ability to learn, take instruction, and apply to daily operations/tasks.
• Receptive to constructive feedback and able to take responsibility for work allocated.
• Self-motivating with the ability to demonstrate initiative and internal drive.
• Willingness to seek out additional workload projects.
• Ability to work effectively both independently and as part of a team.
• Highly proficient in computer applications, including Microsoft Office software platforms and Adobe Acrobat, and experience using a document management system.
• Aptitude to learn other computer systems including inquiry handling databases.

Work Environment

Whilst ProPharma supports remote working, we also recognize the value that comes from in-person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager.