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, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in handling adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight and/or management of assigned clients, including implementation, ongoing client management support, regular touchpoints and meetings. This position requires the ability to understand client needs, ensure deliverables meet expectations, including key performance indicators (KPIs) and service levels. The Director will be expected to hire, manage, coach, and mentor and support the development of direct reports, and provide leadership regarding MICC function and delivery of services. The role requires strong stakeholder management skills, particularly within India Medical Information Contact Center Operations and ensuring delivery of services consistent with global EVERSANA MICC. Excellent written and verbal communication skills are essential. This is a full-time, office-based role located in India, and candidates must be authorized to work in India.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
- Manage direct reports, including mentoring, coaching, training, goal setting and feedback.
- Collaborate with the Director / Sr. Director of Medical Information Operations India and Sr. Director of Medical Information and Medical Affairs Strategic Operations to ensure seamless delivery of MICC services for all clients supported by India-Based MICC teams.
- Monitor and guide the activities and responsibilities of the Medical Information Associates, Medical Information Specialists, Medical Information Managers, and Medical Information Client Manager-Team Leads (CM-TL) who report to this position.
- Support staff development and career development.
- Support the hiring and recruitment of MICC staff.
MICC SERVICE DELIVERY EXCELLENCE
- Assist with the development and lead execution of the medical information functional strategies, including digital initiatives.
- Direct high-quality delivery of MICC services to clients supported by India MICC Operations.
- Monitor staff productivity and drive Key Performance Indicator (KPI) deliverables.
- Standardize processes to enhance the operational efficiency, oversight and maintenance of the India MICC.
- Collaborate with cross functional teams globally to identify opportunities for streamlining and automating relevant aspects of the MICC activities.
- Deliver client management training programs to existing and emerging Client Manager-Team Leads and other training programs.
- Develop and oversee quality management programs within the MICC.
- Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
CLIENT DELIGHT
- Ensure client success by providing comprehensive oversight of assigned clients. This includes implementation, ongoing management, regular touchpoints, and meetings.
- Understand client needs thoroughly and ensure that deliverables consistently meet expectations, including KPIs and service level agreements.
- Oversee Statement of Works (SOWs), invoicing, and client related Profit & Loss (P&L) matters.
- Stay informed about client needs, pipeline, significant organizational changes, and any product changes or new product approvals.
- Act as liaison with client stakeholders, managing all aspects related to services provided by the MICC.
- Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
- Conduct short-, medium-, and long-term planning to address evolving client management needs.
TEAM LEADERSHIP
- Provide oversight of client projects which may include the following activities:
- Training & guidance to junior staff.
- Staff performance and proficiency across client services and procedures.
- Client resources have the most accurate and current information. This includes procedural documents, FAQs, and other relevant materials.
- Work processes related to handling medical information inquiries, adverse event and product complaint reporting are in compliance with client performance requirements for the MICC.
- Provide constructive suggestions to enhance service quality.
ALL OTHER DUTIES AS ASSIGNED
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned.
EXPECTATIONS OF THE JOB:
- Metrics: Maintain and contribute towards process improvement, which positively impacts metrics associated with activities of the MICC; metrics are subject to change annually or more often as deemed necessary.
- Customer Services: Maintain and drive continuous improvement initiatives to optimize customer service and customer satisfaction associated with MICC service delivery.
- Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
- Travel: This position requires business travel and will need to be able to travel up to approximately 10-15%.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
- Education: Advanced healthcare degree (MPharm, BPharm, PhD, BDS, MDS, MBBS, MD, or PharmD) with experience in Medical Information Contact Center.
- Experience: 5 to 8 years of Medical Information and/or pharmaceutical industry experience.
- Knowledge of Medical Information Industry Best Practices.
- Excellent interpersonal and communications skills, and the ability to listen to and understand complex issues and needs of various stakeholders including Corporate and Divisional personnel, staff members, clients/customers, vendors, technical/systems issues/limitations.
- Some of these issues / needs may conflict with other issues/needs, necessitating good judgment and the need for decisions that put the safety of patients and the delivery of our service to clients first.
- Strong leadership skills. Ability to effectively motivate, monitor, and manage individuals to ensure performance of all required activities and tasks/functions.
- Detailed understanding of US regulatory requirements in relation to medical information, adverse events, product complaint handling and data privacy. Ability to maintain this understanding as regulations/conditions evolve.
- Familiarity and experience with planning, designing, and delivering effective training programs, including an understanding of various learning styles and appropriate tailoring/customization of programs based on learning style.
- Excellent project management skills.
PREFERRED QUALIFICATIONS:
- Education: Advanced Healthcare Degree (preferred MPharm, PharmD or equivalent).
- Experience and/or Training: More than eight years of experience in Medical Information management role and/or relevant pharmaceutical industry management position. Experienced in workforce management.
- Licenses/Certificates: Pharmacist license.
- Demonstrable skills in strategic/analytical thinking, people management/development, project management and time management.
- Technology/Equipment: Technology proficiency in the areas of telephony, Medical Information databases, Omni-Channel/Multi-Channel Contact Center Communication Systems, Microsoft Office, and project management platforms.
- 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.
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.
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.
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Company Description
At EVERSANA, we are proud to be certified as 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 7,000 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 650 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.