Medical Information Client Manager / Team Lead - (German OR French and English speaking)
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.
This position supports hiring, manages, and develops direct reports, mentors junior staff and has team-leading responsibilities. This position also takes an active role in additional projects to support the MICC team.
The role is home office based, and the eligible candidate must hold a valid work permit in the European Union, or the UK.
Must speak fluent German OR French, and English.
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 have 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 ensure compliance with client performance requirements of EVERSANA-MICC.
- Provide constructive suggestions and follow through with the 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 the 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 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 the 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.
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 in Life Sciences or healthcare degree or equivalent.
- Experience and/or Training: One to two years of Medical Information and/or pharmaceutical industry experiences.
PREFERRED QUALIFICATIONS:
- Education: Advanced healthcare degree in Life Sciences or healthcare degree of equivalent.
- Experience and/or Training: Two to 5 years of Medical Information and/or pharmaceutical industry experiences.
- Experiences in a Contact Center and Pharmaceutical industry environment.
- Skills in project management and time management.
- 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.
- Language skills: fluent English and German OR French.
- Experience in Drug Information or a specialty area, particularly in Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty.
- 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.