Associate Director, Medical Information

Eversana

7+ years

Not Disclosed

Remote, USA

10 Nov. 27, 2024

Job Description

Job Type: Full Time Remote Education: B.Sc./ M.Sc./ M.Pharm/ B.Pharm/ Life Sciences Skills: Causality Assessment, Clinical SAS Programming, Communication Skills, CPC Certified, GCP guidelines, ICD-10 CM Codes, CPT-Codes, HCPCS Codes, ICD-10 CM, CPT, HCPCS Coding, ICH guidelines, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Medical Billing, Medical Coding, Medical Terminology, Narrative Writing, Research & Development, Technical Skill, Triage of ICSRs, WHO DD Coding

Company Description
At EVERSANA, we take pride in being a Great Place to Work globally. Our mission to create a healthier world drives us forward. With a global team of over 7,000 employees, we specialize in delivering next-generation commercialization services to the life sciences industry. We support over 650 clients, from innovative biotech startups to established pharmaceutical companies, and our solutions help bring groundbreaking therapies to market, improving the lives of patients. We believe our diverse team of individuals—each contributing their unique skills—has the power to make an impact every day. Join us!

We celebrate diversity in backgrounds and experiences, knowing that improving patient lives worldwide requires a wide range of perspectives. We are committed to cultivating an inclusive culture that embraces our values. At EVERSANA, we seek individuals who not only excel in their professional skills but also share a deep care for our people, clients, and most importantly, the patients we serve. We are EVERSANA.

Job Description
Position Overview:
The Medical Information function is critical in ensuring the safe and effective use of pharmaceutical products by providing timely, scientifically accurate, evidence-based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. The Associate Director in this role will manage client success, oversee operational management, and ensure that deliverables meet client expectations, including key performance indicators (KPIs) and service level agreements (SLAs). The position also includes leadership responsibilities, including managing direct reports, hiring, and coaching. This role requires strong client management and oversight of Medical Information operations within the Medical Information Contact Center (MICC).

This is a home-office-based, full-time role located in Poland, Ireland, the UK, Italy, Portugal, Germany, or Spain. The candidate must be legally eligible to work within the European Union or the UK.

Essential Duties and Responsibilities:

People Management:

Lead, manage, mentor, and coach a team of Medical Information Specialists, Managers, and Client Manager-Team Leads (CM-TLs).
Provide staff development and career growth opportunities.
Contribute to recruitment and hiring processes for the MICC team.

Client Management & Operations Oversight:

Ensure client success through oversight of assigned clients, including implementation and ongoing support.
Understand client needs and ensure deliverables align with expectations, including KPIs and SLAs.
Collaborate on developing and executing operational strategies and initiatives for Medical Information.
Oversee financial aspects such as Statements of Work (SOWs), invoicing, and client Profit & Loss (P&L).
Manage daily operations of the MICC, including workload monitoring, staffing adjustments, and scheduling.

Team Leadership:

Mentor and provide training to junior staff members.
Maintain client reference files, ensuring that the team has access to the most current and accurate information.
Monitor work processes to ensure compliance with client performance requirements and service standards.

Medical Information Support:

Provide direct medical information support as needed, responding to inquiries across various channels (phone, email, CRM, live chat).
Handle adverse events and product complaints in accordance with company protocols and regulatory requirements.

All Other Duties as Assigned:

Ensure continuous process improvement and contribute to metrics associated with MICC activities.
Drive customer service excellence and customer satisfaction in MICC service delivery.
Provide additional training to team members and participate in client audits.

Expectations of the Job:

Metrics: Contribute to process improvement initiatives that positively impact key metrics.
Customer Service: Ensure continuous improvement of customer service within MICC.
Hours: Ability to work full-time with flexibility to adjust to client needs.
Travel: Up to 10-15% business travel required.

Qualifications

Minimum Knowledge, Skills, and Abilities:

Master of Science (MSc) degree in Life Sciences or Healthcare or equivalent.
Minimum of five years of experience in Medical Information or the pharmaceutical industry.
Knowledge of Medical Information industry best practices and regulatory compliance.
Experience in managing and developing teams.
Familiarity with EMA regulations and European healthcare systems.
Strong interpersonal and communication skills, with the ability to address complex issues and make patient-focused decisions.

Preferred Qualifications:

Advanced healthcare degree (PharmD or equivalent) or Masters in Business Administration or Regulatory Science.
Experience in Medical Information management and pharmaceutical industry leadership roles.
Knowledge of telephony, medical information databases, and office software platforms.
Proficiency in English and one or more other European languages (B2, C1, or C2).

Additional Information

Cultural Beliefs:

Patient-Minded: I act with the patient’s best interest in mind.
Client Delight: I own every client experience and its impact on results.
Take Action: I am empowered and hold myself accountable.
Embrace Diversity: I create an environment of awareness and respect.
Grow Talent: I own my development and invest in the development of others.
Win Together: I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters: I speak up to create transparent, thoughtful, and timely dialogue.
Always Innovate: I am bold and creative in everything I do.

EVERSANA is committed to diversity, equity, and inclusion, ensuring that all employees have a voice in shaping the future of healthcare. We respect and celebrate all individuals, embracing a broad spectrum of backgrounds, experiences, and perspectives. We are an Equal Opportunity Employer, and inclusion is everyone’s responsibility.

Recruitment Fraud Notice:
Please be aware that fraudulent job offers, misrepresenting EVERSANA, are circulating in the market. EVERSANA will never request personal information or payment during the recruitment process. Please exercise caution and contact us directly if you suspect a fraudulent offer.

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Associate Director, Medical Information

Job Description

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