Medical Information Specialist – Team Lead

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

📋 Description

• Ensure top-notch quality and productivity standards for all client projects while following project scripts and guidelines.

• Gather necessary information for various programs and accurately document data in designated project databases.

• Perform quality monitoring tasks and act as a resource and primary escalation point for team members, delivering coaching and support to enhance quality, compliance, and operational excellence.

• Thoroughly identify, document, and escalate Adverse Events (AEs), Product Quality Complaints (PQCs), Medical Information Requests (MIRs), Special Situations, and other reportable information in line with U.S. FDA regulations, client specifications, company policies, and regulatory timelines.

• Display effective communication, customer service, and telephone support capabilities.

• Engage with callers empathetically and assist them in comprehending medical terminology when necessary.

• Show adaptability by supporting administrative and other business-related tasks as needed to fulfill operational demands.

• Observe team performance trends and collaborate with the Call Center Supervisor to pinpoint coaching opportunities, quality enhancements, and employee development initiatives.

• Aid in onboarding, training, and mentoring new team members as assigned.

• Exhibit proficiency in all responsibilities associated with the Healthcare Communicator role and serve as a resource for team members when required.

• Demonstrate sound judgment and maintain confidentiality while managing sensitive client, patient, and employee information.

• Follow all company policies and Standard Operating Procedures.

• Possess strong organizational skills, including the ability to manage multiple projects concurrently.

• Ensure the protection of confidential information by adhering to client confidentiality standards, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security protocols, and relevant regulatory requirements.

⛳️ Requirements

• Must hold current registration and be in good standing with the Professional Regulation Commission (PRC) and the relevant Philippine professional regulatory board (e.g., Board of Nursing or Board of Pharmacy), as mandated by the client program.

• Bachelor's degree from an accredited institution or an equivalent combination of education and relevant work experience is preferred.

• A minimum of 2 years of successful experience in training or a leadership capacity within contact center operations is preferred.

• Exceptional verbal, written, and listening communication skills.

• Familiarity with United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards is preferred.

• Outstanding customer service, communication, and interpersonal abilities.

• Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies.

• General understanding of contact center management systems and workforce management tools.

• Proven proficiency in spoken and written English, with the capacity to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.

• Capability to train, coach, motivate, and mentor team members.

• Flexibility and willingness to work schedules that accommodate U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as necessary.

🏝️ Benefits

• Equal Employment Opportunity

• Workplace Accommodation