Medical Information Client Manager - Team Lead

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, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in post-marketing handling of adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. This position understands client needs, and ensures deliverables meet expectations, including key performance indicators (KPIs) and service levels.

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 for services provided by EVERSANA Medical Information Contact Center; Perform project escalations when client performance requirements are not met; Address client concerns regarding products, services or employee interactions; Serve as resource person for staff regarding the client, client procedures and client products; Participate in client audits and collaborate with EVERSANA Quality; Manage client invoicing; Mentor junior staff and provide initial and ongoing training; Ensure staff performance and proficiency across client products and procedures; Monitor and update client resources; Maintain client and client product reference files; Monitor work processes and ensure compliance with client performance requirements; Provide constructive suggestions and implement appropriate changes; Triage and respond to medical information inquiries from healthcare professionals, consumers and payers; Write adverse event and product complaint narratives and custom medical inquiry responses; Handle requests across phone, email, CRM, chat and other channels; Identify and intake adverse events and product complaints in compliance with FDA postmarketing reporting regulations; Coordinate responses to product quality-related complaints; Maintain product, therapeutic area and client-specific knowledge; Ensure good documentation, high quality and excellent customer service; Provide medical writing and Medical Information content development; Staff scientific medical affairs booths; Take on-call responsibilities as assigned; Perform miscellaneous projects such as market research, process improvements, field team training and field liaison support

Requirements

Education: Pharm.D. Degree; Experience and/or Training: One to two years of Medical Information and/or pharmaceutical industry experience

Nice to have

Advanced healthcare degree (preferred PharmD or higher); 2-5 years of Medical Information and/or pharmaceutical industry experience; Experience in a Contact Center and Pharmaceutical industry environment; Skills in project management and time management; 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 (Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty); Positive attitude and energy; Communication skills; Innovator; Highly principled