Full-Time Medical Information Client Manager

THE POSITION: Medical Information Client Manager.

This position ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. Understands client needs, and ensures deliverables meet expectations, including key performance indicators (KPIs) and service levels. Supports hiring, manages, mentors junior staff. Takes an active role in additional projects to support the MICC team.This position will be working US hours.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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 Medical Communications (EVERSANA-MICC).
• 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.
• Serve as resource person for staff regarding the client, client procedures, and client product(s). Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
• Manage client invoicing.
• MEDICAL INFORMATION SUPPORT: Triage and 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.
• Coordinate processes necessary for responding to product quality-related complaints.
• 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
• GENERAL: Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: Healthcare or Life Sciences degree or equivalent (Pharmacy degree preferred). One to two years experience in Medical Information and/or relevant pharmaceutical industry experience

PREFERRED QUALIFICATIONS: Advanced healthcare degree (preferred PharmD or equivalent). Two to 5 years of Medical Information and/or pharmaceutical industry experiences. Experiences in a Contact Center and Pharmaceutical industry environment.Skills in project management and time management.

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