Medical Information Client Manager - Team Lead

Overview

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 delivering next‑generation commercialization services to the life sciences industry. We 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.

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 look for team members who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.

Medical Information is a critically important customer‑facing function that supports the safe and effective use of pharmaceutical company products. It provides timely, scientifically balanced, evidence‑based, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers and payers. This role is part of the Medical Information Contact Center (MICC) team and ensures client success by overseeing assigned clients through implementation, ongoing management, and regular touchpoints.

• Provide oversight of assigned clients, including implementation and ongoing management.
• Ensure deliverables meet client expectations, including KPIs and service levels.
• Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center.
• Perform project escalations in a timely manner when client performance requirements are not met.
• Address client concerns regarding products, services or employee interactions.
• Serve as resource person for staff regarding the client, client procedures and client product(s).
• Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
• Manage client invoicing.

• Mentor junior staff and provide initial and ongoing training.
• Ensure staff performance and proficiency across client product(s) and procedures.
• Maintain up‑to‑date client resources and reference files.
• Proactively monitor work processes related to handling medical information inquiries and ensure compliance with client performance requirements.
• Provide constructive suggestions and follow through with implementation of appropriate changes.

• Triage and respond to medical information inquiries from healthcare professionals, consumers and payers.
• Utilize medical information skills to identify, research and critically evaluate medical literature to create responses.
• Write adverse event and product complaint narratives during intake and produce related reports.
• Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.).
• Coordinate processes necessary for responding to product quality‑related complaints in collaboration with Quality Assurance, Regulatory Affairs and complainants.
• Maintain product, therapeutic area and client‑specific knowledge.
• Ensure high‑quality documentation and excellent customer service.
• Assist in drafting medical information response documents (FAQs, SRDs, CRDs) and collaborate with medical writing teams.
• Provide on‑call responsibilities as assigned.

Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support will also be performed as needed.

• Pharm.
  
  D. degree.
• One to two years of Medical Information and/or pharmaceutical industry experience.

• Advanced healthcare degree (Pharm.
  
  D. or higher).
• 2–5 years of Medical Information and/or pharmaceutical industry experience.
• Experience in a contact center and pharmaceutical industry environment.
• Project management and time‑management skills.
• Technology proficiency in telephony, Medical…