Job Description

Base pay range $100,500.00/yr - $125,000.00/yr Seniority level Associate Employment type Full-time Job function Other Industries Pharmaceutical Manufacturing Job Description 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, the Medical Information Specialist delivers industry‑leading services, including contact center staffing for responding to product information requests, identifying and handling of adverse events and product quality issues, and medical writing to generate written responses for use in response to medical questions. Essential Duties and Responsibilities Respond to medical information inquiries from physicians, pharmacists, nurses, healthcare professionals, consumers, and payers. Identify, research, and critically evaluate medical literature to create responses. 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, perform intake sufficient to generate reports in compliance with EVERSANA‑MICC and client standard operating procedures. Knowledge of FDA’s post‑marketing adverse event reporting regulations and safety terminology is required. Coordinate processes necessary for responding to product quality‑related complaints, involving collaboration with Quality Assurance, Regulatory Affairs, and complainant personnel. Maintain product, therapeutic area, and client‑specific knowledge. Ensure good documentation, high quality, and excellent customer service. Perform medical writing and content development, including drafting of medical information response documents such as FAQs, Scientific Response Documents (SRDs), and Custom Response Documents (CRDs). Collaborate with the medical writing team as needed. Provide on‑call responsibilities on an as‑assigned basis. Participate in miscellaneous projects such as market and competitive product research, operational and process improvements, field team training, and field liaison support. Expectations for the Job Maintain and contribute toward process improvement metrics associated with activities of the Medical Communications Contact Center. Maintain and improve customer services associated with the Medical Communications Contact Center. Work full‑time and be flexible with scheduling as required by clients and management. Travel up to 10% as necessary; generally does not travel. Minimum Knowledge, Skills, and Abilities Education: Advanced healthcare degree (preferred PharmD or higher). Experience and/or Training: Strong clinical background and excellent verbal and written communication skills. Preferred Qualifications Education: Advanced healthcare degree (preferred PharmD or higher). Licensure: Pharmacist license. Experience: Experience in a contact center and pharmaceutical industry environment. Technology/Product knowledge: Proficiency with telephony, Medical Information database, Microsoft Office, and video conference platforms. Knowledge: Therapeutic expertise, ability to critically evaluate medical literature, familiarity with Medical Information contact center systems and processes. Specialty experience: Drug Information or a specialty area (e.g., Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology). Communication: Ability to develop and articulate ideas and information that generate understanding and motivate others. Innovation: Transform creative ideas into original solutions that positively impact company performance. Integrity: Demonstrate high moral and ethical behavior. Physical/Mental Demands and Working Environment Requires frequent reaching, grasping, standing, sitting for long periods (up to 90% of the shift), walking, talking, hearing; occasionally lifting or moving up to 25 pounds. Work environment is moderately quiet with frequent interruptions and multiple demands. Equal Opportunity Employer EVERSANA is committed to providing competitive salaries and benefits for all employees. We are an Equal Opportunity Employer and provide reasonable accommodations for qualified applicants with disabilities. #J-18808-Ljbffr EVERSANA

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