Medical Information Client Manager – Team Lead

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

📋 Description

• Oversee and manage the Medical Information Contact Center clients assigned to you.

• Implement client strategies, nurture ongoing relationships, and schedule regular touchpoints and meetings.

• Ensure that deliverables align with client expectations, KPIs, and service standards.

• Act as a liaison with client stakeholders, addressing escalations and concerns effectively.

• Engage in client audits and collaborate closely with the Quality team.

• Oversee client invoicing processes.

• Mentor and train junior team members.

• Monitor staff performance, proficiency, available resources, processes, and compliance with standards.

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

• Identify, research, and critically assess medical literature to craft evidence-based responses.

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

• Identify and process adverse events and product complaints in accordance with established procedures.

• Coordinate the handling of product quality complaints 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 and fulfill assigned on-call responsibilities.

• Conduct market and competitive product research, drive operational enhancements, train field teams, and support field liaisons.

• Maintain high levels of customer service and enhance contact center performance metrics.

⛳️ Requirements

• Pharm.D. degree required.

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

• Availability for full-time work and flexibility in scheduling.

• Willingness to travel up to 10% of the time.

• An advanced healthcare degree is preferred (PharmD or higher).

• Two to five years of experience in Medical Information and/or the pharmaceutical industry is preferred.

• Previous experience in a Contact Center and pharmaceutical industry setting is a plus.

• Strong project management and time management abilities.

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

• Therapeutic expertise is essential.

• Capability to critically evaluate medical literature.

• Familiarity with the systems and processes of Medical Information contact centers.

• Experience in Drug Information or a specialized area is preferred.

• Knowledge of FDA post-marketing adverse event reporting regulations and safety terminology is required.

• Ability to successfully meet the physical and mental demands outlined.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

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

• Reasonable accommodations available for applicants with disabilities.

• Commitment to equal opportunity employment.