Medical Information Specialist Lead

Accountabilities

• Maintain high-quality standards across assigned programs by following approved scripts, guidelines, policies, and standard operating procedures while ensuring information is collected and documented accurately.
• Lead and guide team members, providing support and direction to help maintain consistent service quality and effective program delivery.
• Accurately document and appropriately triage Medical Information Requests, Adverse Events, and Product Quality Complaints in accordance with applicable organizational, client, and federal requirements across phone, email, and other contact channels.
• Complete literature fulfillment requests and ensure customers receive appropriate information in a timely and accurate manner.
• Communicate with callers and other stakeholders professionally and empathetically, helping them understand medical terminology and information when required.
• Maintain strong tele-management and communication practices while ensuring a positive and professional customer experience.
• Manage multiple projects and priorities effectively, demonstrating strong organization, flexibility, and time management.
• Perform administrative and non-telecommunication activities as required to support departmental efficiency and maximize team capacity.
• Protect patient privacy and confidential information by following applicable privacy and security requirements.

Requirements

• High school diploma is required, with a bachelor’s degree or equivalent relevant professional experience preferred.
• Previous experience in medical information, healthcare, customer service, case management, pharmaceutical, biotechnology, or a related environment is advantageous.
• Demonstrated ability to lead, guide, or support colleagues effectively, with the confidence to provide direction and maintain quality standards.
• Excellent verbal, written, and active listening skills, combined with a professional and empathetic telephone manner.
• Strong attention to detail and accuracy when reviewing intake documentation, entering information into databases, and maintaining records.
• Proficiency with Microsoft Word and Excel, along with confidence using computer systems, keyboards, mice, databases, and other digital tools.
• Strong analytical thinking, problem-solving, and decision-making abilities, particularly when handling sensitive or complex information.
• Ability to multitask effectively and manage several projects or priorities in parallel while maintaining high standards of quality and timeliness.
• Strong organizational and time-management skills, with the ability to work independently while collaborating effectively with a broader team.
• Ability to participate reliably in frequent virtual meetings and calls without disruption.
• Commitment to confidentiality, regulatory compliance, patient privacy, and adherence to established procedures and guidelines.

Benefits

• Competitive salary range of $59,000–$60,000 CAD annually.
• Health benefits available from the first day of employment.
• Paid break between Christmas and New Year’s.
• Length of Service Awards recognizing employee tenure.
• Quarterly Star Awards recognizing outstanding performance.
• Annual Circle of Excellence Awards.
• Employee referral bonus program.
• Access to a library of online training and professional development courses.
• Remote working environment with opportunities to collaborate across healthcare-focused programs.
• Opportunity to develop leadership, medical information, compliance, and customer engagement expertise within a global healthcare environment.