Medical Information Specialist - Afterhours

At EVERSANA®, we are proud to be 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 6,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We serve more than 670 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.

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds to help build the future of healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.

THE POSITION: Medical Communications is part of our integrated commercial services. This position is fundamental to building credibility and strengthening relationships with healthcare providers, patients, and industry clients. The position delivers industry-leading services, which include call center staffing for responding to product information requests, identifying and in-taking adverse events and/or product quality issues, and medical writing.

The role is home office based (full-time position), ideally located in Poland, Ireland, or the UK. The job holder must be legally eligible to work in the European Union or the UK. Must be able to work full time on a rolling 5-day week that will include weekend working. Shift rostering may include regular shifts during the day and night. Must be flexible with work scheduling as required by clients and management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Translation of English documents into the target language or vice-versa, and delivering these translated responses either on the phone or in writing.
• Triage and respond to drug information inquiries from physicians, pharmacists, nurses, other health care professionals, and consumers/patients.
• Disseminate drug information either verbally or by written correspondence.
• Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate initial adverse event and product complaint reports in compliance with EVERSANA-Medical Communications and client SOPs.
• Fulfill local Regulatory Authority regulations and requirements for post-marketing adverse event reporting.
• Utilize writing skills for adverse event and product complaint narratives during intake as well as medical inquiry custom responses.
• Coordinate processes necessary for responding to quality-related complaints.
• Utilise drug information skills to critically evaluate medical literature in researching and developing information for written dissemination to healthcare professionals.
• Miscellaneous projects including market and competitive product research, system development, sales training projects, and field liaison support.
• On-call responsibilities on an as assigned basis.
• All other duties as assigned.

EXPECTATIONS OF THE JOB:

• Customer Services: Maintain and improve customer services associated with activity of the Medical Communications Call Centre.
• Place of Work: Home Office or European Hub Office.
• Hours: Able to work full time on a rolling 5-day week that will include weekend working. Shift rostering may include regular shifts during the day and night.
• Metrics: Maintain and contribute toward process improvement which positively impacts metrics associated with activities of the Medical Communications Call Centre.
• Travel: In general, this position does not travel; however, the incumbent will need to be able to travel up to 10%.

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 for the position.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Education: Life Sciences or healthcare degree or equivalent.
• Experience and/or Training: Strong clinical background and excellent verbal/written communication skills. In addition to mother tongue fluency in English, other European languages to level C1 or C2 should ideally be met.
• Strong translation skills.

PREFERRED QUALIFICATIONS:

• Education: BSc. or MSc. in Pharmacy.
• Experience and/or Training: Call Center, Medical Information, pharmaceutical industry, and clinical experiences including medical writing.
• Technology/Equipment: Computer proficiency in Microsoft Word, Excel, and other Windows applications.
• Positive Attitude and Energy: Exhibits an upbeat attitude, a genuine interest in others and a sense of humor.
• Communication Skills: Possesses the ability to develop and articulate ideas and information that generate understanding.
• Innovator: Transforms creative ideas into original solutions that positively impact the company’s performance.
• Highly Principled: Proves to be a professional of unquestionable integrity, credibility and character.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), talk and hear. The noise level in the home office working environment should be moderately quiet, without frequent interruptions and multiple demands.

OUR CULTURAL BELIEFS:

• Patient Minded: I act with the patient’s best interest in mind.
• Client Delight: I own every client experience and its impact on results.
• Take Action: I am empowered and empower others to act now.
• Grow Talent: I own my development and invest in the development of others.
• Win Together: I passionately connect with anyone, anywhere, anytime to achieve results.
• Embrace Diversity: I create an environment of awareness and respect.
• Communication Matters: I speak up to create transparent, thoughtful and timely dialogue.
• Own It: I hold myself and others accountable for results.

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.