Client Partner

• Provide oversight of assigned Medical Information clients, including implementation, ongoing management, regular touchpoints, and meetings
• Understand client needs and ensure deliverables meet expectations, including KPIs and service levels
• Act as liaison with client stakeholders regarding EVERSANA Medical Information Contact Center services
• Escalate client performance issues and address concerns about products, services, or employee interactions
• Serve as a resource for staff regarding clients, procedures, and products
• Participate in client audits and collaborate with EVERSANA Quality
• Manage client invoicing
• Mentor junior staff and provide initial and ongoing training
• Ensure staff performance and proficiency across client products and procedures
• Monitor and update client resources and reference files
• Monitor medical information inquiry processes and ensure compliance with client requirements
• Triage and respond to medical information inquiries from healthcare professionals, consumers, and payers
• Identify, research, and critically evaluate medical literature to create responses
• Write adverse event and product complaint narratives and medical inquiry custom responses
• Handle requests through phone, email, CRM, chat, and other platforms
• Identify adverse events and product complaints and perform compliant intake
• Coordinate product quality complaint processes with Quality Assurance, Regulatory Affairs, and complainants
• Develop Medical Information content, including FAQs, Scientific Response Documents, and Custom Response Documents
• Staff scientific medical affairs booths
• Perform on-call duties as assigned
• Support market and competitive product research, operational and process improvements, field team training, and field liaison activities
• Maintain and improve contact center metrics and customer service

Explore Medical Information Client Manager – Team Lead at EVERSANA. Review requirements and application details.