Medical Information Representative

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.

Essential duties and responsibilities include independently responding 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 & accurately document adverse events and product complaints during customer interactions. Perform intake & generate accurate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures. Demonstrate knowledge of FDA's post-marketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding level & depth of information required. Utilize writing skills for adverse event and product complaint narrative during intake as well as documentation of medical inquiry. Independently handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.). Coordinate & support processes necessary for responding to product quality-related complaints. This process may involve collaborating with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant. Maintain up-to-date knowledge of products, therapeutic areas, and client specific requirements. Ensure accurate documentation, high quality, and excellent customer service. Staffing at scientific medical affairs booths. On-call responsibilities on an assigned basis. Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. All other duties as assigned.

Expectations of the job include independently contributing towards 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. Maintain and enhance customer service associated with activities of the Medical Information Contact Center. Excellent verbal and written communication skills, with demonstrated ability to engage effectively with healthcare professionals, patients, and caregivers. Proven ability to work independently while collaborating effectively within teams. Able to work full time (40+ hours per week, typically Monday to Friday) and be flexible with work scheduling as required by clients and management. In general, this position does not travel; however, the incumbent may need to be able to travel up to 10%.

Minimum knowledge, skills and abilities include an 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 along with the 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.

Preferred qualifications include an 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 is strongly preferred. Experience in a Contact Center. Technology proficiency in the areas of 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. Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude. Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate. Transforms creative ideas into original solutions that positively impact the company's performance. Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

Physical/mental demands and working environment include office environment where 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.