Medical Information Specialist – Team Lead

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Inizio

WebsiteLinkedInAll Job Openings

10,000+ employees

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Biotechnology • Healthcare Insurance • Pharmaceuticals

Inizio is a comprehensive commercialization partner that offers tailored solutions to health and life sciences companies. With expertise spanning clinical development, product launch, and data-driven insights powered by technology and AI, Inizio navigates the complexities of the drug lifecycle to maximize patient access and enhance treatment outcomes. They cater to a diverse range of therapeutic areas, including oncology, and are equipped to support companies from early-stage development through to commercialization, ensuring value is unlocked at every opportunity.

📋 Description

• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. • Accurately collect information required by individual programs and correctly document data in specific project databases. • Conduct quality monitoring activities and serve as a resource and first point of escalation for team members, providing coaching and support to promote quality, compliance, and operational excellence. • Completely and accurately identify, document, and escalate Adverse Events (AEs), Product Quality Complaints (PQCs), Medical Information Requests (MIRs), Special Situations, and other reportable information in accordance with applicable U.S. FDA requirements, client requirements, company policies, and regulatory reporting timelines. • Exhibit effective communication, customer service, and telephone support skills. • Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed. • Demonstrate flexibility by supporting administrative and other business-related duties as required to meet operational needs. • Monitor team performance trends and partner with the Call Center Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives. • Assist with onboarding, training, and mentoring new team members, as assigned. • Demonstrates proficiency in all responsibilities associated with the Healthcare Communicator role and serves as a resource to team members, as required. • Monitor team performance trends and partner with the Call Centre Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives. • Demonstrated ability to exercise sound judgment and maintain confidentiality when handling sensitive client, patient, and employee information. • Adhere to all company policies and Standard Operating Procedures. • Possess effective organizational skills, including working on multiple projects simultaneously. • Must safeguard confidential information by complying with client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security requirements, and applicable regulatory requirements.

🎯 Requirements

• Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board (e.g., Board of Nursing or Board of Pharmacy), as required by the client program. • Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience preferred. • 2+ years of successful experience training or in a leadership role within contact center operations preferred. • Excellent verbal, written and listening communication skills. • Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred. • Outstanding customer service, communication, and interpersonal skills. • Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies. • General understanding of contact center management systems and workforce management tools. • Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers. • Ability to train, coach, motivate, and mentor team members. • Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.

🏖️ Benefits

• Equal Employment Opportunity • Workplace Accommodation