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. The Training and Quality Manager will devise and implement our organization’s training strategy, oversee its implementation and assess its outcomes. The Training and Quality Manager will identify training and developmental needs and drive suitable training initiatives that bridge operation processes to system training. The Training and Quality Manager will enhance employees’ skills, performance, productivity and quality of work. The Training and Quality Manager will work for respective clients to train and enhance competencies of our employees in the areas of Medical Information Management Systems, Drug Safety Systems, Quality Management Systems, service metrics, and department software and applications. As part of the Global Medical Information Contact Center (MICC) & Medical Affairs team, this position monitors and tracks the level of quality provided by our MICC services for designated clients. The position performs quality assessment in the areas of customer service/satisfaction, phone inquiry handling and etiquette, handling of non-phone Medical Information Request (written response via email, chat, etc.), and adverse event product complaint identification, handling, and reporting.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
TRAINING
- Develop training plan, training schedule, and conduct training for specific training programs for the team members.
- Develop and maintain training modules, job aids, and other training resources that target tangible results.
- Documentation and filing of training forms for all training and meetings.
- Train internal user groups and act as a Subject Matter Expert on Medical Information Management Systems and Compliance Programs (e.g., ComplianceWire).
- Train user groups on Call Center metrics (e.g., key performance indicators, service level, response time, etc.)
- Train user groups on phone systems (Jabber, Finesse, Calabrio, etc.) Train user groups on Help Desk systems (e.g., IT Help Desk).
- Train new /existing user group on client specific modules, such as Medical Information Management Systems, Quality Management System, Customer Service and products.
- Identify training needs, devise, and implement training programs according to client requirements.
- Monitor and evaluate training program’s effectiveness and success and report them to the management team.
- Maintain a keen understanding of training trends, developments, and best practices.
- Effective communication with operations to fulfill training needs.
- Effectively maintain and develop the training material. Develop individualized and group training programs that address specific client needs.
QUALITY
- Monitor, review, evaluate, and score calls, medical inquiries, case documentation, adverse event reports, and product complaint reports against established quality assurance requirements and standards.
- Monitor calls to provide feedback regarding telephone customer service, product information given, filing of adverse event reports and product complaint reports, and adherence to procedures.
- Identify, document, and report non-conformances in the areas of adverse event or product complaint reporting, inquiry responses, customer service, and case documentation.
- Ensure Contact Center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures.
- Work with other internal teams to identify quality metrics. Helping to ensure Key Performance Indicators (KPIs) and Service Level Agreement (SLA) metrics are met in relation to quality and customer satisfaction.
- Maintain clear, accurate, and timely documentation related to the performance and results of quality monitoring programs.
- Provide both verbal and clearly written feedback of continuous improvement and training to the management, Operations, and Quality Assurance teams.
- Provide training and feedback to Medical Information agents.
- Provide performance expectations, action plans and development plans to improve call quality, performance, and case documentation.
- Provide accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
- Assist in the development, continuous improvement, and implementation of quality programs.
- Support and communicate business goals, quality standards, processes and procedures and policies.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. All other duties as assigned.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
- Education: B. Pharm, M. Pharm, PharmD Advanced healthcare degree Experience and/or Training:
- Minimum 1 year of Medical Information Call Center experience. o Experience in training and quality assurance experience. o Excellent customer service skills. o Excellent verbal and written communication skills.
- Strong knowledge of medical terminology.
- Technology/Equipment: Computer proficiency in Outlook and Microsoft Office (Word, Excel, PowerPoint and other Window applications).
Qualifications
- Education: B. Pharm, M. Pharm, PharmD Advanced healthcare degree
- Experience and/or Training: One to two years in Contact Center, Medical Information, quality assurance, and/or pharmaceutical industry.
- Technology/Equipment: Technology experiences in the areas Medical Information Management Systems or Safety Databases, telephony, and video conference 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.