Medical Information Representative

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. As a functional member of the Medical Information Contact Center (MICC) team, this position delivers industry-leading services, which include Contact Center staffing for responding to product information requests as well as identifying and managing of adverse events and/or product quality issues. This position requires clinical and therapeutic knowledge, critical and analytical thinking, and 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 health care 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 post-marketing adverse event reporting regulations and safety terminology; Make accurate assessments regarding level and depth of information required; Utilize writing skills for adverse event and product complaint narrative and documentation; Independently handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.); Coordinate and support processes necessary for responding to product quality-related complaints; Maintain up-to-date knowledge of products, therapeutic areas, and client specific requirements; Ensure accurate documentation, high quality, and excellent customer service; Staff at scientific medical affairs booths; Fulfill on-call responsibilities on an assigned basis; Demonstrate commitment to diversity, equity, and inclusion

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 communications 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; Full-time work (40+ hours per week, typically Monday to Friday) and flexibility with work scheduling

Nice to have

Advanced healthcare degree or higher in healthcare-related field or equivalent; Registered Nurse (RN) or equivalent licensure; Minimum 2 years of work experience in medical and healthcare, pharmaceutical industry, or equivalent; Direct clinical or patient-facing healthcare experience; Experience in a Contact Center; Technology proficiency in 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 specialties; Positive attitude and energy; Strong communication skills; Innovator; Highly principled

Benefits

Competitive salaries and benefits