EVERSANA-US Hiring for Project Manager, Medical Information (REMOTE) Job at Emeryville, CA Full Time

THE POSITION:
Provides in depth responses to complex customer requests for client product information. Identifies customer reports of adverse events and/or product quality issues, followed by appropriate intake and documentation and reporting to clients within pre-specified timelines. Performs medical writing as needed to generate written responses for use by contact call center staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• Serve as a resource for staff on the procedures and processes for handling adverse events, product complaints and inquiries as required by each client.
• Provide guidance and mentor Drug Information Associates (DIA) staff.
• Serve as a Functional Team Lead, a highly knowledgeable team member who acts as a resource for the team relating to day-today call and case processing.
• Assume responsibility for management of client and client products.

o Serve as resource person for staff regarding the client, client procedures, and the client’s product(s).
o Act as company liaison with client designee to manage all issues related to services provided by EVERSANA.
o Provide initial and ongoing training to DIAs.
o Monitor staff performance and proficiency regarding client product(s).
o Assume responsibility for monitoring and updating standard responses for frequently asked questions – this may involve medical writing if the client does not provide written standard approved responses.
o Maintain product information reference files.

• Proactively monitor the approved medical information content, work processes related to handling product inquiries, and assure compliance with client performance requirements of EVERSANA-MC.
• Provide constructive suggestions and follow through with implementation of appropriate changes. This shall include revising/updating content or processes to meet EVERSANA-MC service standards as well as the expectations and requirements of the client(s).
• Coordinate processes necessary for responding to quality-related complaints regarding client products. This process may involve interactions with the complainant as well as personnel in QA/QC and Regulatory Affairs department.
• Triage and respond to drug information inquiries from physicians, pharmacists, nurses, and other health care professionals and consumers. .
• Disseminate product information either verbally or by written correspondence.
• Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate initial adverse event and product complaint reports in compliance with EVERSANA-Medical Communications and client standard operation procedures. Fulfill FDA’s post-marketing adverse event reporting regulations. In addition to being fluent in safety terminology, the individual should be able to make accurate assessments regarding what information needs to be obtained and level or depth of information to be collected.
• Utilize drug information skills to critically evaluate medical literature in researching and developing information for written dissemination to healthcare Professionals. This process would involve knowledge of where such data might exist (i.e. within EVERSANA-MC, the client’s organization, and/or published or unpublished medical literature), how to appropriately extract and synthesize such data into the proper format for medical information purposes.
• Miscellaneous projects including market and competitive product research, client project management and liaison, operations development, sales training projects, and field liaison support.
• Medical Writing.
• On-call responsibilities on an as assigned basis.
• All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
EXPECTATIONS OF THE JOB:

• Metrics: Maintain and contribute toward process improvement which positively impacts metrics associated with activities of the Medical Communications Contact Center; metrics are subject to change annually or more often as deemed necessary.
• Customer Services: Maintain and improve customer services associated with activity of the Medical Communications Contact Center.
• Hours: Able to work full time and be flexible with work scheduling as required by clients and management.
• Travel: In general, this position does not travel; however, the incumbent will need to be able to travel up to 10%.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education: Bachelor’s degree in Pharmacy.
• Experience and/or Training: Two to three years’ experience in pharmaceutical industry or academic information setting is required. Prior Contact Center experience, preferably in medical information environment. Strong clinical background and excellent verbal/written communication skills.
• Experience in Drug Information or a specialty area, particularly in Oncology, Infectious Diseases, or Cardiology.

PREFERRED QUALIFICATIONS:

• Education: Pharm.D. degree or M.S.
• Licensure: Pharmacist license.
• Experience and/or Training: Completion of an ASHP-accredited residency and/or industry experience.
• Technology/Equipment: Computer proficiency in Microsoft Word, Excel, and other Window applications. Utilization of Medical Information Management Systems, Safety Databases, or equivalent.
• Positive Attitude and Energy – Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
• Communication Skills – Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
• Innovator – Transforms creative ideas into original solutions that positively impact the company’s performance.
• Highly Principled – Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:
The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.
Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Job Type: Full-time