Job Title: Medical Information Contact Center (MICC) Lead – Drug Safety
Location: Mysore, Karnataka (Hybrid)
Function: Drug Safety / Pharmacovigilance
Employment Type: Full-Time, Permanent
Sitero is an emerging leader in clinical services and software solutions for the life sciences industry, delivering innovative, technology-enabled solutions across early-phase to Phase III clinical trials. Our team is committed to the highest standards of ethics, compliance, and patient safety, providing high-touch services that enable clients to focus on their core therapeutic strengths.
With expertise spanning multiple therapeutic areas, Sitero combines industry knowledge with technology-driven solutions to support the global clinical research community.
We are seeking an experienced Medical Information Contact Center (MICC) Lead to manage and oversee medical information operations, pharmacovigilance inquiries, and product complaint handling. The ideal candidate will have strong leadership skills, extensive knowledge of medical terminology and pharmacology, and experience in MICC or medical information services within the pharmaceutical or healthcare industry.
This role will ensure accurate, evidence-based responses to patients, healthcare professionals, and other stakeholders while maintaining compliance with global and local regulatory requirements.
Receive, document, and respond to inbound and outbound inquiries related to Adverse Events (AEs), Product Complaints (PCs), Medical Inquiries (MIs), and non-standard requests according to global and local SOPs.
Handle spontaneous and solicited reports, including identification, triage, and documentation of potential AEs, PCs, medical device complaints, legal complaints, medication errors, and special case scenarios in compliance with pharmacovigilance guidelines.
Provide accurate, non-promotional, evidence-based medical information on company products, including approved indications, safety, dosing, and administration.
Follow-up with patients, consumers, and healthcare professionals as required for MI/PC/AE queries.
Generate follow-up letters and prepare Adverse Event Monitoring (AEM) forms and related documentation.
Ensure proper documentation of inquiries, responses, and follow-ups in the medical information database (CRM/MI system).
Maintain up-to-date knowledge of company products, therapeutic areas, and applicable regulatory guidelines.
Contribute to the development, review, and standardization of Standard Response Documents (SRDs), FAQs, and other medical information resources.
Ensure high-quality customer service with professionalism, empathy, and regulatory compliance in all communications.
Participate in training, calibration sessions, and quality monitoring initiatives to support continuous improvement.
5–7 years of experience managing or handling MICC activities, medical information, or pharmacovigilance operations.
Degree in Life Sciences, Pharmacy, Nursing, Medicine, or related field (PharmD, MBBS, MSc preferred).
Experience in pharmaceutical or healthcare call center, customer service, or medical information functions is desirable.
Strong understanding of medical terminology, pharmacology, and the regulatory environment.
Excellent written and verbal communication skills with the ability to tailor responses for varied audiences.
Proficiency with medical databases, CRM systems, and Microsoft Office applications.
Exceptional attention to detail, organizational skills, and ability to work in a fast-paced environment.
Multilingual skills are a plus.
Competitive salary with variable pay
Paid time off
Healthcare and retirement benefits
Professional development opportunities
Standard workweek: 40 hours (Monday–Friday) with a one-hour lunch break.
Flexibility to work additional hours or shifts as required.
Lead a high-performing MICC team in a global life sciences organization.
Exposure to drug safety, medical information, and pharmacovigilance across multiple therapeutic areas.
Opportunity to influence process improvements, regulatory compliance, and team training initiatives.
Equal Opportunity Employer:
Sitero welcomes all qualified applicants and ensures employment consideration without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any legally protected category.
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