Medical Information Client Manager / Team Lead

Home‑office based role. The candidate must hold a valid work permit in the European Union or the United Kingdom.

The Position

Medical Information is a critical customer‑facing function that supports the safe and effective use of pharmaceutical products by providing timely, scientifically balanced, evidence‑based, non‑promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. This position plays an important role in post‑marketing handling of adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, it ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. The role also understands client needs, ensures deliverables meet expectations (KPIs and service levels), and provides team‑leading responsibilities. This position supports hiring, manages and develops direct reports, mentors junior staff, and takes an active role in additional projects to support the MICC team.

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.
• 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 and provide initial and ongoing training.
• Ensure staff performance and proficiency across client product(s) and 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.
• Provide constructive suggestions and follow through with the implementation of appropriate changes, including revising/updating content or processes to meet service standards and client expectations.

Medical Information Support

• Triage and respond to medical information inquiries from physicians, pharmacists, nurses, consumers, and payers.
• Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses.
• Utilize writing skills for adverse event and product complaint narrative during intake and for custom responses.
• Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.).
• Identify adverse events and product complaints; perform intake to generate reports in compliance with MIS and client SOPs.
• Coordinate processes necessary for responding to product quality‑related complaints, involving personnel in Quality Assurance, Regulatory Affairs, and the complainant.
• Maintain product, therapeutic area, and client‑specific knowledge.
• Ensure good documentation, high quality, and excellent customer service.
• Assist in medical writing and content development for response documents (FAQs, SRDs, CRDs) and collaborate with the medical writing team.
• Provide staffing at scientific medical affairs booths.
• On‑call responsibilities on an assigned basis.
• Participate in miscellaneous projects such as market research, process improvements, field training, and liaison support.
• Perform all other duties as assigned.

Expectations of the Job

• Metrics: Maintain and contribute toward process improvement, positively impacting metrics associated with the MICC.
• Customer Services: Maintain and improve customer services associated with the MICC.
• Hours: Able to work full‑time and be flexible with work scheduling as required by clients and management.
• Travel: Generally no travel; may need to travel up to 10%.

Minimum Knowledge, Skills and Abilities

• Education: Advanced healthcare degree in Life Sciences or equivalent.
• Experience and Training: One to two years of Medical Information and/or pharmaceutical industry experience.

Preferred Qualifications

• Advanced healthcare degree in Life Sciences or equivalent.
• Two to five years of Medical Information and/or pharmaceutical industry experience.
• Experience in a Contact Center and pharmaceutical industry environment.
• Skills in project management and time management.
• Technology proficiency with telephony, Medical Information databases, Microsoft Office, and video conference platforms.
• Therapeutic expertise; ability to critically evaluate medical literature; knowledge of medical information contact‑center systems and processes.
• Fluent in English; additional language skills highly desirable.
• Experience in Drug Information or a specialty area (Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, etc.).
• Positive attitude, energy, genuine interest in others, sense of humor; energizes others and heightens morale.
• Strong communication skills, able to articulate ideas and information that motivate others.
• Innovator: transforms ideas into solutions that positively impact the company’s performance.
• High principles: demonstrates professionalism, integrity, credibility and moral behavior.

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Equal Opportunity Employer Statement

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. All employees’ points of view are key to our success, and inclusion is everyone’s responsibility.