Medical Information Client Manager – Team Lead

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

📋 Description

• Oversee assigned Medical Information clients, which includes implementation, ongoing management, regular meetings, and touchpoints.

• Comprehend client requirements and ensure that deliverables align with expectations, including KPIs and service levels.

• Serve as the intermediary with client stakeholders regarding EVERSANA Medical Information Contact Center services.

• Address client performance issues and manage concerns related to products, services, or employee interactions.

• Act as a resource for staff on clients, procedures, and products.

• Engage in client audits and collaborate with EVERSANA Quality.

• Handle client invoicing responsibilities.

• Mentor junior staff and provide both initial and ongoing training.

• Ensure staff performance and proficiency across client products and procedures.

• Update and monitor client resources and reference files.

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

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

• Identify, research, and critically assess medical literature to formulate responses.

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

• Process requests through various channels including phone, email, CRM, chat, and others.

• Recognize adverse events and product complaints, and carry out compliant intake.

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

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

• Staff scientific medical affairs booths.

• Fulfill on-call duties as assigned.

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

• Maintain and enhance contact center metrics and customer service standards.

⛳️ Requirements

• Pharm.D. Degree.

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

• Full-time availability and flexibility with work schedules as required by clients and management.

• Willingness to travel up to 10%.

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

• Therapeutic expertise.

• Ability to critically analyze medical literature.

• Familiarity with Medical Information contact center systems and processes.

• Understanding of FDA postmarketing adverse event reporting regulations and safety terminology.

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

• Advanced healthcare degree, preferably PharmD or higher (preferred).

• 2–5 years of experience in Medical Information and/or the pharmaceutical industry (preferred).

• Experience in a Contact Center and Pharmaceutical industry environment (preferred).

• Skills in project management and time management (preferred).

• Positive attitude and high energy.

• Strong communication skills.

• Professional integrity, credibility, and ethical conduct.

🏝️ Benefits

• Competitive salaries and benefits.

• Reasonable accommodations during the hiring process for qualified applicants with disabilities.