Associate Director, Medical Information London

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.

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 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.

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• 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 current workload and making adjustments as warranted.
  • Oversight and review of daily/monthly schedules, schedule planning, and reviewing and approving or denying requests for PTO based on operational needs/workload/staffing.
  • Determine, plan and execute clinical, customer/client-service, or other training programs for the MICC staff.
  • Identify and deliver appropriate project management training programs to existing and emerging CM-TL.
  • Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center.
  • 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 to staff.
  • Ensure staff performance and proficiency across client product(s) & 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.
• 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 contact center customers.
  • Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
  • Handle medical information requests across multiple channels and platforms.
  • Identify and perform intake of adverse events and product complaints during interactions with customers in compliance with EVERSANA-MICC and client standard operating procedures.
• ALL OTHER DUTIES AS ASSIGNED
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB:

• Metrics: Maintain and contribute towards process improvement, which positively impacts metrics associated with activities of the MICC.
• Customer Services: Maintain and drive continuous improvement initiatives to optimize customer service and customer satisfaction associated with MICC service delivery.
• Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
• Travel: This position requires business travel and will need to be able to travel up to approximately 10-15%.

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.
• Ability to effectively motivate/monitor/manage individuals to ensure performance of all required activities/tasks/functions.
• Familiarity and understanding of EMA and local Regulations and European health-care systems.
• Familiarity and experience with planning/designing/delivering effective training programs.

PREFERRED QUALIFICATIONS:

• Education: Advanced Healthcare Degree (preferred PharmD or equivalent), Masters in Business Administration or Regulatory Science.
• Licensure: Pharmacist license.
• Experience and/or Training: More than five years of experience in Medical Information management role.
• Demonstrable skills in strategic/analytical thinking, people management/development, project management, and time management.
• Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
• Positive Attitude and Energy.
• Communication Skills.
• Fluent in English plus one or more other European language to the Common European Framework level B2, C1 or C2.
• Innovator.
• Highly Principled.

Additional Information

• 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 hold myself accountable.
• Embrace Diversity: I create an environment of awareness and respect.
• 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.
• Communication Matters: I speak up to create transparent, thoughtful, and timely dialogue.
• Always Innovate: I am bold and creative in everything I do.

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.