Medical Information Client Manager – Team Lead

🕒 October 15

🌪️ Kansas – Remote

🌪️ Kansas – Remote

⏰ Full Time

🟠 Senior

🤝 Client Partner

🦅 H1B Visa Sponsor

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EVERSANA

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

⚕️ Healthcare Insurance

Consulting • Healthcare • Healthcare Insurance

EVERSANA is a comprehensive service provider focused on integrated commercial solutions for the life sciences industry. The company offers a wide range of services including advisory and management consulting, regulatory consulting, patient services, market access strategies, pricing and revenue management, medical affairs, and digital transformation. EVERSANA is known for its expertise in drug commercialization, enabling companies to effectively launch and manage pharmaceutical products. With a platform powered by data and analytics, EVERSANA addresses challenges related to drug pricing, market access, patient adherence, and product delivery, helping companies optimize their commercial strategies and enhance patient outcomes. The company emphasizes innovation and has been recognized for its use of AI and data analytics within the life sciences sector.

📋 Description

• Provide oversight of assigned Medical Information clients, including implementation, ongoing management, regular touchpoints, and meetings • Understand client needs and ensure deliverables meet expectations, including KPIs and service levels • Act as liaison with client stakeholders regarding EVERSANA Medical Information Contact Center services • Escalate client performance issues and address concerns about products, services, or employee interactions • Serve as a resource for staff regarding clients, procedures, and products • Participate in client audits and collaborate with EVERSANA Quality • Manage client invoicing • Mentor junior staff and provide initial and ongoing training • Ensure staff performance and proficiency across client products and procedures • Monitor and update client resources and reference files • Monitor medical information inquiry processes and ensure compliance with client requirements • Triage and respond to medical information inquiries from healthcare professionals, consumers, and payers • Identify, research, and critically evaluate medical literature to create responses • Write adverse event and product complaint narratives and medical inquiry custom responses • Handle requests through phone, email, CRM, chat, and other platforms • Identify adverse events and product complaints and perform compliant intake • Coordinate product quality complaint processes with Quality Assurance, Regulatory Affairs, and complainants • Develop Medical Information content, including FAQs, Scientific Response Documents, and Custom Response Documents • Staff scientific medical affairs booths • Perform on-call duties as assigned • Support market and competitive product research, operational and process improvements, field team training, and field liaison activities • Maintain and improve contact center metrics and customer service

🎯 Requirements

• Pharm.D. Degree • One to two years of Medical Information and/or pharmaceutical industry experience • Ability to work full time and flexibility with work scheduling as required by clients and management • Ability to travel up to 10% • Technology proficiency in telephony, Medical Information database, Microsoft Office, and video conference platforms • Therapeutic expertise • Ability to critically evaluate medical literature • Knowledge of Medical Information contact center systems and processes • Knowledge of FDA postmarketing adverse event reporting regulations and safety terminology • Experience in Drug Information or a specialty area, particularly Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or another specialty • Advanced healthcare degree, preferably PharmD or higher (preferred) • 2–5 years of Medical Information and/or pharmaceutical industry experience (preferred) • Experience in a Contact Center and Pharmaceutical industry environment (preferred) • Skills in project management and time management (preferred) • Positive attitude and energy • Communication skills • Professional integrity, credibility, and ethical behavior

🏖️ Benefits

• Competitive salaries and benefits • Reasonable accommodations during the hiring process for qualified applicants with disabilities

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