Full-Time Medical Information Coordinator

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

Essential Duties:

1. Respond to and triage medical information inquiries from physicians, pharmacists, nurses, and others.
2. Process inquiries using approved responses and medical information skills.
3. Identify adverse events and product complaints during interactions.
4. Create adverse event and product complaint reports complying with EVERSANA-MICC and client procedures.
5. Understand FDA post-marketing adverse event reporting regulations and safety terminology.
6. Assess the information needed and depth of collection required.
7. Document adverse events and product complaints, and medical inquiries using writing skills.
8. Handle requests via various channels (phone, email, CRM, chat).
9. Coordinate processes for product quality complaints, potentially involving Quality Assurance, Regulatory Affairs, and the complainant.
10. Maintain product, therapeutic area, and client-specific knowledge.
11. Ensure high-quality documentation and excellent customer service.
12. Perform on-call responsibilities as assigned.
13. Demonstrate commitment to diversity, equity, and inclusion.
14. Perform other duties as assigned.

Expectations:

• Maintain and improve processes to impact Medical Communications Contact Center metrics.
• Maintain and improve customer service within the Medical Information Contact Center.
• Work full-time (40+ hours/week), Monday-Friday, with flexible scheduling based on client and management needs.
• Travel up to 10% may be required.

Minimum Requirements:

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

Preferred Qualifications:

• Associate, Bachelor's, or Master's degree.
• Relevant licenses/certificates (Pharmacy Technician, RN, LPN/LVN, EMT, etc.).
• 2+ years of experience in healthcare, pharmaceutical industry, or equivalent, including Contact Center experience.
• Proficiency in telephony, Medical Information databases, Microsoft Office, and video conferencing platforms.
• Knowledge of Medical Information contact center systems and processes.

Key Skills and Attributes:

• Positive attitude, interest in others, sense of humor.
• Ability to develop and articulate ideas to create understanding and motivate others.
• Transform creative ideas into impactful solutions.
• Unquestionable integrity, credibility, and high ethical standards.

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