• 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 postmarketing 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.

• Education: Advanced healthcare degree (preferred PharmD or higher).
• Experience and/or Training: Strong clinical background and excellent verbal/written communication skills.

Preferred Qualifications:

• Education: Advanced healthcare degree (preferred PharmD or higher).
• Licensure: Pharmacist license.
• Experience and/or Training: Experiences in a Contact Center and Pharmaceutical industry environment.
• Technology/Equipment: Technology proficiency in 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.
• 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, genuine interest in others and a sense of humor. Energizes others and heightens morale through attitude.
• Communication Skills: Ability to develop and articulate ideas and information that motivate and encourage participation.
• Innovator: Transforms creative ideas into original solutions positively impacting company performance.
• Highly Principled: Professional of unquestionable integrity, credibility and character demonstrating high moral and ethical behavior.

Physical/Mental Demands and Working Environment:

Office: Frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. Noise level in work environment is usually moderately quiet, with frequent interruptions and multiple demands.