Medical Information Client Manager - Team Lead

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 handling of adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. This position understands client needs, and ensures deliverables meet expectations, including key performance indicators (KPIs) and service levels.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
CLIENT MANAGEMENT
Ensure client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings.
Understand client needs and ensure deliverables meet expectations, including KPIs and service levels.
Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANA-MICC).
Perform project escalations in a timely manner when client performance requirements are not met.
Address client concerns in reference to products, services rendered or employee interactions.
Serve as resource person for staff regarding the client, client procedures, and client product(s).
Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
Manage client invoicing.
TEAM LEADERSHIP
Mentor junior staff. Provide initial and ongoing training to staff.
Ensure staff performance and proficiency across client product(s) &
procedures.
Monitor and update client resources to ensure staff has the most accurate and current information.
Maintain client and client product information reference files.
Proactively monitor work processes related to handling medical information inquiries, and assure compliance with client performance requirements of EVERSANA-MICC.
Provide constructive suggestions and follow through with implementation of appropriate changes. This may include revising/updating content or processes to meet EVERSANA-MICC service standards as well as the expectations and requirements of the client(s).
MEDICAL INFORMATION SUPPORT
Triage and respond to medical information inquiries from physicians, pharmacists, nurses, and other health care professionals, consumers, and payers. Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
Utilize writing skills for adverse event and product complaint narrative during intake as well as medical inquiry custom responses.
Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.)
Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures. Knowledge of FDA’s post-marketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and level or depth of information to be collected.
Coordinate processes necessary for responding to product quality-related complaints. This process may involve interactions with personnel in the following departments:
Quality Assurance, Regulatory Affairs, and the complainant.
Maintain product, therapeutic area, and client specific requirements knowledge.
Ensure good documentation, high quality, and excellent customer service.
Medical writing and Medical Information content development. Provide medical writing to assist in drafting of Medical Information response documents [FAQs, Scientific Response Documents (SRDs), Custom Response Documents (CRDs)] and/or work collaboratively with medical writing team to develop these materials.
Staffing at scientific medical affairs booths.
On-call responsibilities on an as assigned basis.
Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support.
All other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position
EXPECTATIONS OF THE JOB:
Metrics:
Maintain and contribute toward process improvement, which positively impacts metrics associated with activities of the Medical Communications Contact Center;
metrics are subject to change annually or more often as deemed necessary.
Customer Services:
Maintain and improve customer services associated with activity of the Medical Communications Contact Center.
Hours:
Able to work full time and be flexible with work scheduling as required by clients and management.
Travel:
In general, this position does not travel;
however, the incumbent will 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.