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 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:Respond to and triage 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. 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.Utilize writing skills for adverse event and product complaint narrative during intake as well as documentation of medical inquiry.Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.)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.Maintain product, therapeutic area, and client specific requirements knowledge.Ensure good documentation, high quality, and excellent customer service.On-call responsibilities on an assigned basis.Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.All other duties as assignedConsistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.EXPECTATIONS OF THE JOB: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 (40+ hours per week, typically Monday to Friday) 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.