Medical Information Specialist

Medical Information Specialist

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 delivers industry-leading services, which include Contact Center staffing for responding to product information requests, identifying and handling of adverse events and/or product quality issues, and medical writing as needed to generate written response for use in response to medical questions received. This position requires clinical and therapeutic knowledge, critical and analytical thinking, and customer/patient-centric approach. Medical Information Specialists typically support multiple pharmaceutical clients, multiple products, and multiple therapeutic areas.

Essential duties and responsibilities include:

• Respond to medical information inquiries from physicians, pharmacists, nurses, and other health care professionals, consumers, and payers. Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
• Utilize writing skills for adverse event and product complaint narrative during intake as well as medical inquiry custom responses.
• Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.)
• Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures. Knowledge of FDA's postmarketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and level or depth of information to be collected.
• Coordinate processes necessary for responding to product quality-related complaints. This process may involve interactions with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant.
• Maintain product, therapeutic area, and client specific requirements knowledge.
• Ensure good documentation, high quality, and excellent customer service.
• Medical writing and Medical Information content development. Provide medical writing to assist in drafting of Medical Information response documents [FAQs, Scientific Response Documents (SRDs), Custom Response Documents (CRDs)] and/or work collaboratively with medical writing team to develop these materials. Staffing at scientific medical affairs booths.
• On-call responsibilities on an as assigned basis.
• Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support.
• All other duties as assigned.

Expectations of the job include:

• Metrics: Maintain and contribute toward process improvement which positively impacts metrics associated with activities of the Medical Communications Contact Center; metrics are subject to change annually or more often as deemed necessary.
• Customer Services: Maintain and improve customer services associated with activity of the Medical Communications Contact Center.
• Hours: Able to work full time and be flexible with work scheduling as required by clients and management.
• Travel: In general, this position does not travel; however, the incumbent will need to be able to travel up to 10%.

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education: Advanced healthcare degree (preferred PharmD or higher).
• Experience and/or Training: Strong clinical background and excellent verbal/written communication skills.

Preferred qualifications include:

• Education: Advanced healthcare degree (preferred PharmD or higher).
• Licensure: Pharmacist license.
• Experience and/or Training: Experiences in a Contact Center and Pharmaceutical industry environment.
• Technology/Equipment: Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
• Knowledge: 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 specialty.
• Positive Attitude and Energy: Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
• Communication Skills: Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
• Innovator: Transforms creative ideas into original solutions that positively impact the company's performance.
• Highly Principled: Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.