Job Description
THE POSITION:
Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in post-marketing managing of adverse events and product complaints. As a functional member of the Medical Information Contact Center (MICC) team, this position delivers industry-leading services, which include Contact Center staffing for responding to product information requests as well as identifying and managing of adverse events and/or product quality issues. This position requires clinical and therapeutic knowledge, critical and analytical thinking, and customer/patient-centric approach. Medical Information Representatives typically support multiple pharmaceutical clients, products, and therapeutic areas.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
Medical Information Support
- Independently respond to unsolicited medical information inquiries from physicians, pharmacists, nurses, and other health care professionals, consumers, and payers.
- Utilize medical information and clinical expertise to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
- Identify & accurately document adverse events and product complaints during customer interactions.
- Perform intake & generate accurate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures.
- Demonstrate knowledge of FDA’s post-marketing adverse event reporting regulations and safety terminology.
- Ability to make accurate assessments regarding level & depth of information required.
- Utilize writing skills for adverse event and product complaint narrative during intake as well as documentation of medical inquiry.
- Independently Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.)
- Coordinate & support processes necessary for responding to product quality-related complaints. This process may involve collaborating with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant.
- Maintain up-to-date knowledge of products, therapeutic areas, and client specific requirements.
- Ensure accurate documentation, high quality, and excellent customer service.
- Staffing at scientific medical affairs booths.
- On-call responsibilities on an assigned basis.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned.
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.
EXPECTATIONS OF THE JOB:
- Metrics: Independently contribute towards process improvement which positively impacts metrics associated with activities of the Medical Communications l Contact Center; metrics are subject to change annually or more often as deemed necessary.
- Customer Services: Maintain and enhance customer service associated with activities of the Medical Information Contact Center. Excellent verbal and written communication skills, with demonstrated ability to engage effectively with healthcare professionals, patients, and caregivers. Proven ability to work independently while collaborating effectively within teams.
- Hours: Able to work full time (40+ hours per week, typically Monday to Friday) and be flexible with work scheduling as required by clients and management.
- Travel: In general, this position does not travel; however, the incumbent may need to be able to travel up to 10%
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
- Education: Associate, Bachelor’s or master’s degree in Nursing or a related healthcare discipline (e.g. allied health, clinical sciences) from an accredited institution.
- Experience and/or Training: Strong clinical and healthcare background with excellent verbal/written communications skills along with the ability to work independently and as part of a team. Strong healthcare or clinical background with the ability to interpret and communicate medical information clearly and accurately.
PREFERRED QUALIFICATIONS:
- Education: Advanced healthcare degree or higher in healthcare-related field or equivalent
- Licenses/Certificates: Registered Nurse (RN) or equivalent licensure.
- Experience and/or Training: Minimum 2 years of work experience in medical and healthcare, pharmaceutical industry, or equivalent. Direct clinical or patient-facing healthcare experience is strongly preferred. Experience in a Contact Center.
- Technology/Equipment: Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
- Knowledge: Therapeutic expertise. Ability to critically evaluate medical literature. Medical Information contact center systems and processes. Experience in Drug Information or a specialty area, particularly in Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialties.
- Positive Attitude and Energy: Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
- Communication Skills: Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
- Innovator: Transforms creative ideas into original solutions that positively impact the company’s performance.
- Highly Principled: Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.
PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:
The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.
Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.
Additional Information
OUR CULTURAL BELIEFS:
Patient Minded I act with the patient’s best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and empower others to act now.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful and timely dialogue.
Embrace Diversity I create an environment of awareness and respect.
Always Innovate I am bold and creative in everything I do.
Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.
EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit eversana.com/careers. More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits at any time.
From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.
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Company Description
At EVERSANA®, we are proud to be a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 6,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 670 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!
Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.