POSITION SUMMARY

The Inquiry Medical Information Specialist is responsible for responding to inquiries (via calls/web/emails/letters/other) from Health Care Professionals by conducting an appropriate exchange of scientifically accurate, focused, and balanced product knowledge. Consumer inquiry support may also be required with some clients.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

  • Respond to HCP inquiries (via calls/web/emails/letters) and conduct appropriate scientific information exchanges with the HCPs
  • Record each case accurately in the contact system, consistent with company operational procedures
  • Provide medical information support via multiple venues including virtual presentations and medical meeting booth coverage.
  • Create, update and review Medical Affairs (MA) documents as needed.
  • Demonstrate ongoing scientific expertise relevant to therapeutic areas, including products, disease state management, and emerging therapies.
  • Comply with all guidelines, policies, legal, regulatory, and compliance requirements
  • Meet or exceeds service levels and targets for internal and external customers
  • Identify creative and innovative opportunities that meet both business and internal and external customer needs
  • Communicate a cumulative perspective regarding the trends of HCP inquiries to identified internal stakeholders
  • Identify and communicate needs for new or updated MA documents/processes
  • Communicate and ensures integration with key Medical Affairs roles and other key stakeholders throughout the business
  • Develop strategic business relationships with select key internal stakeholders, including brand managers and decision makers within the therapeutic areas
  • Monitor the medical environment to sustain expertise in product knowledge, drug information management, disease state management, new therapies, and competitive products and features
  • Manage accurate, focused, and balanced clinical and scientific information exchanges that support the appropriate use of and clinically differentiates our client’s products
  • Participate in scientific training as appropriate to support assigned brands
  • Demonstrate ongoing scientific and business expertise relevant to therapeutic areas, including products, disease state management, emerging therapies, and the competitive landscape

The Inquiry Medical Information Specialist might also be called upon to function as a team lead, responsible for the following:

  • Serve as key contact for communications between the Client and Med Communications team.
  • Maintain survey readiness of Med Communications document files related to Client account and Professional Staff on Client account.
  • Maintain active role in Quality Assurance process, including case monitoring and monitoring of performance indicators.
  • Take action to included staff training, creating or revision of new work instructions, or other measures to ensure Med Communications compliance with Client quality guidelines and key performance metrics.
  • Monitor Contact Center to ensure adequacy of team member coverage for live phone call retrieval and response.
  • Identify, initiate, and monitor to completion any resolution actions with regards to complaint management.
  • Guide Professional Staff in contact handling as needed in accordance with Client policies and procedures.
  • Coordinate directly with leadership regarding any updated Client operational procedures necessitating Support Staff training.
  • Immediately notify Client of any breach in normal function, such as a fire drill or other necessary evacuation or IT issues, which would preclude normal operations.
  • Regularly ensure that network files related to Client are up-to-date and readily accessible by team.
  • Coordinate with Client in development of curriculums and training plans for new Professional Staff team members.
  • Coordinate with Client to schedule meetings and training sessions, and to ensure that all required training requirements are met by all team members.
  • Conduct periodic review of training matrix to ensure compliance of Professional Staff on Client account with Med Communications and Client training requirements.
  • Review and monitor metrics reports including open case reports.
  • Coordinate scheduling of afterhours professional coverage on a monthly basis.
  • Plan and monitor resource allocation of Professional Staff team members.
  • Provide input on hiring of new Professional Staff to Management Team.
  • Identify new opportunities for client-related services.
  • Coordinate with new client to organize curriculums and training plan sessions for Professional Staff on newly supported investigational and marketed products.
  • Coordinate and lead client training or meetings at headquarters.

POSITION QUALIFICATIONS

  • Above average attention to detail, teamwork and initiative.
  • Ability to interact with other departments within the company and be proficient in e-mail and verbal communication.
  • Proficient in Microsoft Excel, Power Point and Word and quickly able to learn new software.
  • Demonstrated proficiency in drug information communication and management.
  • Ability to apply regulatory and compliance guidelines to content development.

Competency Statements

  • Self Motivated – Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.
  • Organized – Possesses the trait of being well organized or following a systematic method of performing a task.
  • Accuracy – Ability to perform work accurately and thoroughly.
  • Technical Aptitude – Ability to comprehend complex technical topics and specialized information.
  • Tactful – Ability to show consideration for and maintain good relations with others.
  • Responsible – Ability to be held accountable or answerable for one’s conduct.
  • Problem Solving – Ability to find a solution for or to deal proactively with work-related problems.
  • Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.
  • Customer Oriented – Ability to take care of the client needs while following company procedures.
  • Communication, Written – Ability to communicate in writing clearly and concisely.
  • Communication, Oral – Ability to communicate effectively with others using the spoken word.
  • Applied Learning – Ability to participate in needed learning activities in a way that makes the most of the learning experience.

SKILLS AND ABILITIES

Education: Advanced degree in Nursing or relevant, equivalent clinical experience.

Experience: Three years of related experience preferred. Drug Information Residency preferred.

Computer Skills: Prefer proficiency with Microsoft Word, Excel, and PowerPoint, Outlook

Physical Requirements

Vision (Near, Color)

Hearing

Speaks clearly

Note:

All information gathered is used only for the purpose of employment and none of this information is shared with third parties.

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