Associate Director, Medical Information

10+ years

Not Disclosed

Remote

10 Nov. 7, 2024

Job Description

Job Type: Full Time 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

Associate Director, Medical Information Contact Center (MICC)

Location: Remote (EU: Poland, Ireland, UK, Italy, Portugal, Germany, Spain)
Company: EVERSANA

About EVERSANA

At EVERSANA, we are dedicated to creating a healthier world. As a global leader in next-generation commercialization services for the life sciences industry, we employ over 7,000 professionals committed to improving patient outcomes. With more than 650 clients, ranging from emerging biotech companies to established pharmaceutical giants, we deliver innovative therapies to market while prioritizing patient care. Our culture values diversity, collaboration, and an unwavering commitment to making an impact every day.

Position Overview

The Associate Director for the Medical Information Contact Center (MICC) will be responsible for overseeing the successful management and delivery of medical information services to clients across the pharmaceutical industry. This position requires leadership in team management, client operations, and strategic oversight to ensure that all medical information inquiries are handled in a compliant, accurate, and timely manner. You will play a pivotal role in ensuring the effectiveness of medical information services, including providing training, supporting operational processes, and managing key performance indicators (KPIs) for client success.

This role is home-office based and offers flexibility, with candidates ideally located in Poland, Ireland, UK, Italy, Portugal, Germany, or Spain. Candidates must be legally eligible to work in the European Union or the UK.

Key Responsibilities

People Management

Manage a team of Medical Information Specialists, Managers, and Team Leads by mentoring, coaching, and providing career development support.
Oversee the recruitment and hiring of MICC staff to build a high-performing team.
Set clear goals, provide feedback, and foster team development to ensure staff meet performance expectations.

Client Management & Operations Oversight

Ensure client success by overseeing day-to-day operations, including implementation, regular client touchpoints, and meetings.
Ensure all deliverables meet client expectations, adhering to KPIs and service level agreements.
Monitor client needs, product changes, and organizational shifts to adapt operational strategies.
Oversee Statement of Works (SOWs), invoicing, and Profit & Loss (P&L) management.
Collaborate with clients on audits and quality assurance processes.

Team Leadership & Training

Provide training and performance feedback to ensure team proficiency in handling client products and procedures.
Develop training programs to ensure all team members have the most up-to-date medical information and resources.
Ensure compliance with client performance requirements and implement process improvements when necessary.

Medical Information Support

Manage unsolicited medical information inquiries from healthcare professionals, consumers, and other stakeholders via multiple channels (phone, email, CRM, live chat).
Ensure accurate adverse event and product complaint intake and reporting in accordance with FDA and client safety guidelines.
Stay up-to-date on industry regulations and best practices in medical communications.

Operational Leadership

Monitor workflow, including call/inquiry volume and staffing, ensuring optimal coverage and efficiency.
Plan schedules and manage team workload to meet operational requirements and client expectations.
Proactively address any operational bottlenecks and implement corrective actions as needed.

Qualifications

Minimum Knowledge, Skills, and Abilities

Education: Master of Science (MSc) degree in Life Sciences, Healthcare, or equivalent.
Experience: 5+ years in Medical Information or pharmaceutical industry experience.
Strong knowledge of Medical Information Industry Best Practices, including regulatory and compliance standards (FDA, EMA).
Proven ability to manage people, monitor performance, and drive results.
Excellent communication and interpersonal skills, with the ability to liaise effectively with clients, stakeholders, and internal teams.
Familiarity with telephony, medical information databases, and Microsoft Office tools.
Ability to handle sensitive information, including adverse event reporting, in compliance with regulatory standards.

Preferred Qualifications

Advanced Healthcare Degree (e.g., PharmD) or MBA with a focus on Regulatory Science.
Pharmacist license is a plus.
Demonstrated experience in strategic thinking, people management, and project management.
Proficiency in additional European languages (B2 or higher level).
A positive, energetic attitude that inspires others to contribute to team success.

Why Join EVERSANA?

Impactful Work: Contribute to the success of pharmaceutical clients and ensure the safe use of therapeutic products.
Collaborative Culture: Work in an inclusive, diverse, and dynamic environment that values every employee’s perspective.
Career Growth: Opportunities to develop your leadership skills and advance in the life sciences industry.
Global Impact: Be part of a global organization committed to improving patient outcomes worldwide.

EVERSANA’s Cultural Beliefs

Patient Minded: We prioritize the well-being of patients in all that we do.
Client Delight: We own every client experience and its impact on results.
Take Action: We are empowered and accountable for our work.
Embrace Diversity: We foster an environment of awareness and respect.
Grow Talent: We invest in the development of our people.
Win Together: We collaborate to achieve results.
Communication Matters: We foster transparent, thoughtful, and timely dialogue.
Always Innovate: We are bold, creative, and forward-thinking.

Additional Information

EVERSANA is an Equal Opportunity Employer. We embrace diversity and inclusion in the workplace and encourage candidates from all backgrounds to apply. Our team is committed to ensuring equal opportunities for all applicants, regardless of race, gender, disability, or other personal identities.