Medical Information Client Manager – Team Lead

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee designated Medical Information clients, including implementation, continuous management, regular check-ins, and meetings.

• Grasp client needs to ensure deliverables align with KPIs and service standards.

• Act as a liaison with client stakeholders concerning EVERSANA Medical Information Contact Center services.

• Raise project-related issues when client performance targets are not achieved.

• Resolve client inquiries regarding products, services, or employee interactions.

• Serve as a resource for staff on client-related matters, procedures, and products.

• Engage in client audits and partner with EVERSANA Quality.

• Manage client invoicing processes.

• Mentor junior team members and provide both initial and ongoing training.

• Assess staff performance and proficiency concerning client products and procedures.

• Keep client resources and reference files updated and organized.

• Supervise medical information inquiry processes to ensure compliance with client specifications.

• Triage and respond to medical information inquiries from healthcare professionals, consumers, and payers.

• Identify, investigate, and critically analyze medical literature to formulate responses.

• Draft narratives for adverse events and product complaints as well as custom medical inquiry replies.

• Manage inquiries through various channels including phone, email, CRM, chat, and others.

• Identify adverse events and product complaints, performing compliant intake as necessary.

• Coordinate product quality complaint processes with Quality Assurance, Regulatory Affairs, and complainants.

• Maintain knowledge of products, therapeutic areas, and client specifics.

• Create Medical Information content such as FAQs, Scientific Response Documents, and Custom Response Documents.

• Staff scientific medical affairs booths as required.

• Fulfill assigned on-call responsibilities.

• Assist with market and competitive product research, operational enhancements, training for field teams, and field liaison activities.

• Enhance contact center metrics and customer service levels.

• Carry out other assigned tasks.

⛳️ Requirements

• Pharm.D. degree is required.

• One to two years of experience in Medical Information and/or the pharmaceutical industry.

• Ability to work full-time and adapt work schedules as necessary for clients and management.

• Willingness to travel up to 10%.

• Proficiency in technology including telephony, Medical Information databases, Microsoft Office, and video conferencing platforms.

• Therapeutic expertise is essential.

• Capability to critically assess medical literature.

• Familiarity with Medical Information contact center systems and processes.

• Knowledge or experience in Drug Information or a specialized area, particularly in Oncology, Hematology, Immunology, rare diseases, Neurology, Cardiology, or another specialty.

• Advanced healthcare degree preferred, ideally PharmD or higher.

• Experience in a Contact Center and pharmaceutical industry setting is preferred.

• Skills in project and time management are preferred.

• A positive attitude and high energy levels.

• Strong communication skills.

• Professional integrity, credibility, and ethical conduct are essential.

• Must be able to successfully meet the outlined job expectations.

🏝️ Benefits

• Competitive salaries and comprehensive benefits.

• Reasonable accommodations for individuals with disabilities.

• Flexible work scheduling based on client and management needs.

• Eligibility for remote work in select U.S. locations.