Medical Information Specialist at EVERSANA Overland Park, KS

Medical Information Specialist – Overland Park, KS. Company Description

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. 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.

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. The role also assists in post‑marketing handling of adverse events and product complaints.

As part of the Medical Information Contact Center (MICC) team, the specialist delivers industry-leading services, including:

• Contact Center staffing for responding to product information requests.
• Identification and handling of adverse events and/or product quality issues.
• Medical writing to generate written responses for medical questions.

This position requires clinical and therapeutic knowledge, critical and analytical thinking, and a customer/patient‑centric approach. Medical Information Specialists typically support multiple pharmaceutical clients, products, and therapeutic areas.

• Respond to medical information inquiries from physicians, pharmacists, nurses, other health care professionals, consumers, and payers.
• Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
• Use writing skills for adverse event and product complaint narratives during intake and for medical inquiry custom responses.
• Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.).
• Identify adverse events and product complaints during interactions with customers; perform intake sufficient to generate adverse event and product complaint reports in compliance with EVERSANA-MICC and client SOPs. Knowledge of FDA post‑marketing adverse event reporting regulations and safety terminology is required.
• Coordinate processes necessary for responding to product quality‑related complaints, involving Quality Assurance, Regulatory Affairs, and complainants.
• Maintain product, therapeutic area, and client‑specific requirements knowledge.
• Ensure good documentation, high quality, and excellent customer service.
• Provide medical writing support for drafting Medical Information response documents (FAQs, SRDs, CRDs) and collaborate with the medical writing team to develop these materials. Staffing at scientific medical affairs booths is occasional.
• On‑call responsibilities as assigned.
• Participate in miscellaneous projects such as market and competitive product research, operational and process improvements, field team training, and field liaison support.

• Metrics: Maintain and contribute to process improvement impacting metrics associated with the Medical Communications Contact Center.
• Customer Service: Maintain and improve customer service associated with the 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 may need to travel up to 10%.

• Education: Advanced healthcare degree (preferred Pharm
  
  D or higher).
• Experience and/or Training: Strong clinical background and excellent verbal/written communication skills.

• Education: Advanced healthcare degree (preferred Pharm
  
  D or higher).
• Licensure: Pharmacist license.
• Experience and/or Training: Experience in a Contact Center and Pharmaceutical…