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EVERSANA is a global commercialization services company supporting the life sciences industry. This Medical Information Representative role is a customer-facing position within the Medical Information Contact Center (MICC) team, responsible for providing timely, scientifically balanced, evidence-based information to healthcare professionals, patients, caregivers, and payers regarding pharmaceutical products.
KEY RESPONSIBILITIES:
- Independently respond to unsolicited medical information inquiries from physicians, pharmacists, nurses, healthcare professionals, consumers, and payers
- Utilize medical information and clinical expertise to identify, research, and critically evaluate medical literature to create accurate responses
- Identify and accurately document adverse events and product complaints during customer interactions
- Perform intake and generate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures
- Demonstrate knowledge of FDA's post-marketing adverse event reporting regulations and safety terminology
- Make accurate assessments regarding the level and depth of information required for each inquiry
- Utilize strong writing skills for adverse event and product complaint narratives and documentation
- Handle requests independently across multiple channels and platforms (phone, email, CRM, chat, etc.)
- Coordinate and support processes for responding to product quality-related complaints, collaborating with Quality Assurance, Regulatory Affairs, and complainants
- Maintain up-to-date knowledge of products, therapeutic areas, and client-specific requirements
- Ensure accurate documentation, high quality service, and excellent customer engagement
- Staff scientific medical affairs booths as needed
- Fulfill on-call responsibilities on an assigned basis
- Contribute to process improvements that positively impact team metrics
- Work full-time (40+ hours per week, typically Monday-Friday) with scheduling flexibility as required
- Travel up to 10% as needed
REQUIREMENTS:
Minimum: Associate's, Bachelor's, or Master's degree in Nursing or related healthcare discipline (allied health, clinical sciences) from an accredited institution. Strong clinical and healthcare background with excellent verbal and written communication skills. Ability to work independently and as part of a team. Ability to interpret and communicate medical information clearly and accurately.
Preferred: Advanced healthcare degree or higher in healthcare-related field or equivalent. Registered Nurse (RN) or equivalent licensure. Minimum 2 years of work experience in medical/healthcare, pharmaceutical industry, or equivalent. Direct clinical or patient-facing healthcare experience strongly preferred. Experience in a contact center environment. Technology proficiency in telephony, Medical Information databases, Microsoft Office, and video conference platforms. Therapeutic expertise and ability to critically evaluate medical literature. Knowledge of Medical Information contact center systems and processes. Experience in Drug Information or specialty areas (Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialties).
