Full-Time Medical Information Coordinator

THE POSITION: Medical Information is a critically important customer-facing function supporting the safe and effective use of pharmaceutical products. It provides timely, scientifically balanced, evidence-based, non-promotional information to healthcare professionals, patients, caregivers, and payers. This role also handles post-marketing adverse events and product complaints.

ESSENTIAL DUTIES:

• Respond to and triage medical information inquiries from physicians, pharmacists, nurses, consumers, and payers.
• Process inquiries using approved responses and medical information skills.
• Identify adverse events and product complaints during interactions.
• Generate adverse event and product complaint reports complying with EVERSANA-MICC and client procedures.
• Understand FDA's post-marketing adverse event reporting regulations and safety terminology.
• Assess information needs and determine the level of information to collect.
• Document adverse events and product complaints, and medical inquiries through writing.
• Handle requests via various channels (phone, email, CRM, chat).
• Coordinate processes for product quality-related complaints, potentially involving Quality Assurance, Regulatory Affairs, and the complainant.
• Maintain knowledge of product, therapeutic area, and client-specific requirements.
• Ensure excellent documentation and customer service.
• Participate in on-call responsibilities.
• Demonstrate commitment to diversity, equity, and inclusion.
• Perform other duties as assigned.

EXPECTATIONS:

• Metrics: Contribute to process improvements impacting Medical Communications Contact Center metrics.
• Customer Service: Maintain and improve customer service.
• Hours: Work full-time (40+ hours/week, typically Monday-Friday) and flexible scheduling.
• Travel: Minimal travel (up to 10%).

MINIMUM QUALIFICATIONS:

• Life sciences degree, healthcare-related education, or equivalent credentials.
• Strong healthcare background and excellent communication skills.
• Ability to work independently and in a team.

PREFERRED QUALIFICATIONS:

• Associate, Bachelor's, or Master's degree.
• Licenses/certifications (e.g., Pharmacy Technician, RN).
• 2+ years of healthcare/pharmaceutical experience.
• Experience in a Contact Center.
• Proficiency in telephony, medical information databases, Microsoft Office, and video conferencing.
• Knowledge of medical information contact center systems and processes.

CULTURE:

• Patient Minded: Act with patient's best interest in mind.
• Client Delight: Own client experience and its impact.
• Take Action: Empower self and others to act.
• Grow Talent: Invest in self and others' development.
• Win Together: Connect with others for results.
• Communication Matters: Create clear and timely dialogue.
• Embrace Diversity: Create an inclusive environment.
• Always Innovate: Be creative and bold.

COMPENSATION: Competitive salary and benefits.

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