Medical Information Coordinator (100% Remote – Nurse, Pharmacy Technician, Healthcare Professional)

Company Description

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. How? 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. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

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 and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

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 post-marketing handling of adverse events and product complaints. As a functional member of the Medical Information Contact Center (MICC) team, this position delivers industry-leading services, which include Contact Center staffing for responding to product information requests as well as identifying and handling of adverse events and/or product quality issues. This position requires clinical and therapeutic knowledge, critical and analytical thinking, and customer/patient-centric approach. Medical Information Coordinators typically support multiple pharmaceutical clients, multiple products, and multiple therapeutic areas.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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

MEDICAL INFORMATION SUPPORT:

• 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. Knowledge of FDA’s post-marketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and level or depth of information to be collected.
• Maintain product, therapeutic area, and client specific requirements knowledge.
• Utilize writing skills for adverse event and product complaint narrative during intake as well as documentation of medical inquiry.
• Staffing at scientific medical affairs booths.
• Coordinate processes necessary for responding to product quality-related complaints. This process may involve interactions with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant.
• All other duties as assigned.
• Ensure good documentation, high quality, and excellent customer service.
• On-call responsibilities on an as assigned basis.
• Respond to unsolicited medical information inquiries from physicians, pharmacists, nurses, and other health care professionals, consumers, and payers. Use medical information skills and approved responses to process unsolicited medical inquiries.

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

EXPECTATIONS OF THE JOB:

• Reporting: This position can be worked remotely from any domestic state EVERSANA pertains a work permit within.
• Metrics: Maintain and contribute toward process improvement which positively impacts metrics associated with activities of the Medical Communications l Contact Center; metrics are subject to change annually or more often as deemed necessary.
• Customer Services: Maintain and improve customer services associated with activities of the Medical Information 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 may 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.

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

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education: Life sciences degree, post-secondary education in healthcare-related field or equivalent healthcare credentials.­
• Experience and/or Training: Strong clinical background and excellent verbal/written communications skills. Strong healthcare background and excellent verbal/written communications skills.

PREFERRED QUALIFICATIONS:

• Innovator: Transforms creative ideas into original solutions that positively impact the company’s performance.
• Knowledge: Therapeutic expertise. Ability to critically evaluate medical literature. Medical Information contact center systems and processes.
• Positive Attitude and Energy: Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
• Technology/Equipment: Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
• Education: Associate, Bachelor’s or Master’s Degree from an accredited college or university.
• Experience in Drug Information or a specialty area, particularly in Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty.
• Licenses/Certificates: Pharmacy Technician, Medical Technician, Registered Nurse (RN), License Practical Nurse (LPN)/License Vocational Nurse (LVN), Emergency Medical Technician (EMT) or equivalent licensure.
• Communication Skills: Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
• Experience and/or Training: Minimum 2 years of work experiences in clinical setting, pharmaceutical industry, or equivalent. Experiences in a Contact Center.
• Highly Principled: Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

Additional Information

OUR CULTURAL BELIEFS

• 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.
• Always Innovate I am bold and creative in everything I do.
• Patient Minded I act with the patient’s best interest in mind.
• Embrace Diversity I create an environment of awareness and respect.
• Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.
• Client Delight I own every client experience and its impact on results.
• Take Action I am empowered and hold myself accountable.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $50,000 to $75,000 and is not applicable to locations outside of the U.S. The base salary range represents the low and high end of the salary range for this position. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). EVERSANA reserves the right to modify this base salary range at any time.

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.

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