Associate Director, Medical Information

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!  Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.   THE POSITION: Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, non- promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in handling adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight and/or management of assigned clients, including implementation, ongoing client management support, regular touchpoints and meetings. This position requires the ability to understand client needs, ensure deliverables meet expectations, including key performance indicators (KPIs) and service levels. The Associate Director will be expected to hire, manage, coach, mentor and support the development of direct reports, and provide leadership regarding MICC operations, procedures, and client/project operations. The role is home office based, (full-time position), ideally located in  Poland, Ireland, the UK, Italy, Portugal, Germany  or  Spain  and the  job holder must be legally eligible to work in the European Union or in the UK.   ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by: PEOPLE MANAGEMENT Manage direct reports, including mentoring, coaching, training, goal setting and feedback. Direct the activities and responsibilities of the Medical Information Specialists, Medical Information Managers, and Medical Information Client Manager-Team Leads (CM-TL) who report to this position. Support staff development and career development. Support the hiring and recruitment of MICC staff.   CLIENT MANAGEMENT AND OPERATIONS OVERSIGHT Ensure client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. Understand client needs and ensure deliverables meet expectations, including KPI and service level agreements. Assist with developing and executing Medical Information operational strategy and strategic initiatives. Oversee Statement of Works (SOWs), invoicing, and client related Profit & Loss (P&L). Understand client needs, pipeline, any significant organizational changes, and any product changes/new product approvals. Direct the daily operations of the MICC. This includes active monitoring of current workload (call volume, inquiry volume, phone staffing/coverage) and making adjustments or directing/reassigning staff to specific tasks/functions as warranted. Oversight and review of daily/monthly schedules, schedule planning, reviewing and approving or denying requests for PTO based on operational needs/workload/staffing. Determine, plan and execute clinical, customer/client-service, or other training programs for the MICC staff. Identify and deliver appropriate project management training programs to existing and emerging CM-TL. Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANA- MICC). Participate in client audits and collaborate with EVERSANA Quality to facilitate audits. Manage client invoicing.   TEAM LEADERSHIP Mentor junior staff. Provide initial and ongoing training to staff. Ensure staff performance and proficiency across client product(s) & procedures. Monitor and update client resources to ensure staff have the most accurate and current information. Maintain client and client product information reference files. Proactively monitor work processes related to handling medical information inquiries and ensure compliance with client performance requirements of EVERSANA-MICC. Provide constructive suggestions and follow through with the implementation of appropriate changes. This may include revising/updating content or processes to meet EVERSANA- MICC service standards as well as the expectations and requirements of the client(s). MEDICAL INFORMATION SUPPORT Provide medical information contact center support as needed. Triage and respond to unsolicited medical information inquiries from health care professionals, consumers, and other contact center customers. Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries. Handle medical information requests across multiple channels and platforms (phone, email, CRM, live chat, etc.) Identify and perform intake of adverse events and product complaints during interactions with customers in compliance with EVERSANA-MICC and client standard operating procedures. Knowledge of FDA’s post-marketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and the level or depth of information to be collected.   ALL OTHER DUTIES AS ASSIGNED Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. PEOPLE LEADER People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities: Responsible for and overseeing their respective department. Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures. Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, d