Associate Director, Medical Information

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them.

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 handling adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight and/or management of assigned clients, including implementation, ongoing client management support, regular touchpoints and meetings. This position requires the ability to understand client needs, ensure deliverables meet expectations, including key performance indicators (KPIs) and service levels. The Associate Director will be expected to hire, manage, coach, mentor and support the development of direct reports, and provide leadership regarding MICC operations, procedures, and client/project operations. The role is home office based, ideally located in Poland, Ireland, the UK, Italy, Portugal, Germany or Spain and the job holder must be legally eligible to work in the European Union or in the UK.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• PEOPLE MANAGEMENT: Manage direct reports, including mentoring, coaching, training, goal setting and feedback. Direct the activities and responsibilities of the Medical Information Specialists, Medical Information Managers, and Medical Information Client Manager-Team Leads (CM-TL) who report to this position. Support staff development and career development. Support the hiring and recruitment of MICC staff.
• CLIENT MANAGEMENT AND OPERATIONS OVERSIGHT: 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 KPI and service level agreements. Assist with developing and executing Medical Information operational strategy and strategic initiatives. Oversee Statement of Works (SOWs), invoicing, and client related Profit & Loss (P&L). Understand client needs, pipeline, any significant organizational changes, and any product changes/new product approvals. Direct the daily operations of the MICC, including active monitoring of workload and staff allocation as warranted. Oversee daily/monthly schedules, scheduling planning, and approval/denial of PTO based on needs. Determine, plan and execute clinical, customer/client-service, or other training programs for MICC staff. Identify and deliver appropriate project management training programs to CM-TL. Act as liaison with client stakeholders to manage services provided by EVERSANA Medical Information Contact Center (EVERSANA MICC). 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) & procedures. Monitor and update client resources to ensure staff have current information. Maintain client and client product information reference files. Proactively monitor work processes related to handling medical information inquiries and ensure compliance with EVERSANA MICC service standards. Provide constructive suggestions and implement changes as needed, including content or process updates.
• MEDICAL INFORMATION SUPPORT: Provide medical information contact center support as needed. Triage and respond to unsolicited medical information inquiries from health care professionals, consumers, and other customers. Research and evaluate medical literature to respond to inquiries. Handle medical information requests across multiple channels (phone, email, CRM, live chat, etc.). Identify and intake adverse events and product complaints during interactions, in compliance with EVERSANA MICC procedures and applicable regulations.
• ALL OTHER DUTIES AS ASSIGNED: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

PEOPLE LEADER: People leaders must possess both management skills and the emotional intelligence to align with our cultural values. This role includes additional responsibilities: Oversee their department and staff; communicate policies and procedures. Determine objectives, methods and performance standards; conduct performance conversations and administer personnel actions.

EXPECTATIONS OF THE JOB:

• Metrics: Maintain and contribute towards process improvements that positively impact MICC metrics.
• Customer Services: Drive continuous improvement initiatives to optimize MICC service delivery.
• Hours: Full-time, flexible scheduling as required by clients and management.
• Travel: Up to approximately 10-15% travel.

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. An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Education: Master of Science (MSc) degree in Life Sciences or healthcare or equivalent.
• Experience: 5+ years of Medical Information and/or pharmaceutical industry experience. Knowledge of Medical Information Industry Best Practices. Excellent interpersonal and communications skills, and the ability to listen to and understand complex issues and needs of various stakeholders. Ability to motivate/monitor/manage individuals to ensure performance of all activities. Familiarity with EMA and European health-care systems affecting (biologics, pharmaceuticals, medical device manufacturers) and regulatory/compliance in European MI operations. Familiarity with planning/designing/delivering effective training programs.

PREFERRED QUALIFICATIONS:

• Education: Advanced Healthcare Degree (PharmD or equivalent), MBA or Regulatory Science.
• Licensure: Pharmacist license.
• Experience: More than five years in Medical Information management or related roles.
• Skills: Strategic thinking, people management, project management, time management.
• Technology: Telephony, MI database, Microsoft Office, video conferencing tools.
• Soft skills: Positive attitude, strong communication, and collaboration abilities.
• Languages: Fluent in English plus one or more other European language at CEFR B2/C1/C2 level.
• Innovation and integrity: Demonstrated creativity and high ethical standards.

Additional Information: Patient Minded, Client Delight, Take Action, Embrace Diversity, Grow Talent, Win Together, Communication Matters, Always Innovate — these are organizational values we aspire to uphold. Our team is aware of recent fraudulent job offers in the market. EVERSANA never asks for personal information or payment during the employment process. We are an Equal Opportunity Employer and value diversity and inclusion.