Medical Information Client Manager / Team Lead in London

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 are grounded in our cultural beliefs and 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. Improving patient lives around the world is a priority, and we need people from all backgrounds and experiences to help build the future of healthcare and the life sciences industry.

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.

• CLIENT MANAGEMENT
• Ensure client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings.
• 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.
• Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
• Provide initial and ongoing training to staff.
• Ensure staff performance and proficiency across client product(s) & procedures.
• 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.

• 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.
• Coordinate processes necessary for responding to product quality-related complaints.
• Ensure good documentation, high quality, and excellent customer service.
• 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.
• Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support.

Maintain and contribute toward process improvement, which positively impacts metrics associated with activities of the Medical Communications Contact Center; 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%.

Qualifications:

• 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.
• 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 proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
• Ability to critically evaluate medical literature.
• Language skills: fluent English, additional language skills highly desirable.
• Experience in Drug Information or a specialty area, particularly in Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty.

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.