Full-Time Medical Information Client Manager - Team Lead

THE POSITION: Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products.

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.

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 (EVERSANAMICC).
• 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.

• TEAM LEADERSHIP: Mentor junior staff. 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 has the most accurate and current information.
• Maintain client and client product information reference files. Proactively monitor work processes related to handling medical information inquiries, and assure compliance with client performance requirements of EVERSANA-MICC.

• 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.
• Maintain product, therapeutic area, and client specific requirements knowledge.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

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

PREFERRED QUALIFICATIONS:

• Education: Advanced healthcare degree (preferred PharmD or higher).
• Experience and/or Training: Two to 5 years of Medical Information and/or pharmaceutical industry experiences.
• Experiences in a Contact Center and Pharmaceutical industry environment.

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