Company Description
At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies.

THE POSITION:
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 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 supports hiring, manages, and develops direct reports, mentors junior staff and has team-leading responsibilities.

Location: Remote (UK or EU based)
Travel: Up to 10%

CLIENT MANAGEMENT

• 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 to manage all aspects related to services provided by EVERSANA Medical Information Contact Center.
• Perform project escalations in a timely manner when client performance requirements are not met.
• Address client concerns in reference to products, services rendered or employee interactions.
• Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
• Manage client invoicing.

TEAM LEADERSHIP

• Mentor junior staff and provide initial and ongoing training to staff.
• Ensure staff performance and proficiency across client product(s) & procedures.
• Monitor and update client resources to ensure staff have the most accurate and current information.
• Proactively monitor work processes related to handling medical information inquiries and ensure compliance with client performance requirements.

MEDICAL INFORMATION SUPPORT

• Triage and respond to medical information inquiries from physicians, pharmacists, nurses, and other health care professionals.
• Utilize medical information skills to identify, research, and critically evaluate medical literature.
• Identify adverse events and product complaints during interactions with customers and perform intake reporting.
• Coordinate processes necessary for responding to product quality-related complaints.
• Medical writing and Medical Information content development (FAQs, SRDs, CRDs).
• Staffing at scientific medical affairs booths and on-call responsibilities.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Education: Advanced healthcare degree in Life Sciences or healthcare degree or equivalent.
• Experience: One to two years of Medical Information and/or pharmaceutical industry experiences.
• Preferred Experience: Two to 5 years of Medical Information experience; experience in a Contact Center environment.
• Technology: Proficiency in telephony, Medical Information databases, and Microsoft Office.
• Knowledge: Therapeutic expertise and ability to critically evaluate medical literature.

EVERSANA is an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients.