Company Description
At EVERSANA®, we are proud to be 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 6,000 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 670 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.
Job Description
THE POSITION: Medical Communications is part of our integrated commercial services. This position is fundamental to building credibility and strengthening relationships with healthcare providers, patients, and industry clients. The position delivers industry-leading services, which include call center staffing for responding to product information requests, identifying and in-taking of adverse events and/or product quality issues, and medical writing.
The role is home office based, (full-time position), ideally located in Poland, Ireland, Switzerland or UK and the job holder must be legally eligible to work in the European Union, or the UK or other Third Counties.
Working hours: US hours, working 9 hour shifts between 2pm and 2am CET Mon-Fri.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
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Translation of English documents into the target language or vice-versa, and delivering these translated responses either on the phone or in writing.
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Triage and respond to drug information inquiries from physicians, pharmacists, nurses, other health care professionals, and consumers/patients.
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Disseminate drug information either verbally or by written correspondence.
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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 SOPs. Fulfill local Regulatory Authority regulations and requirements for post-marketing adverse event reporting. 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.
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Utilise writing skills for adverse event and product complaint narratives during intake as well as medical inquiry custom responses.
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Coordinate processes necessary for responding to quality-related complaints. This process may involve interactions with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant.
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Utilise drug information skills to critically evaluate medical literature in researching and developing information for written dissemination to healthcare professionals.
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Miscellaneous projects including market and competitive product research, system development, sales training projects, and field liaison support.
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Medical Writing
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On-call responsibilities on an as assigned basis.
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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:
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Customer Services: Maintain and improve customer services associated with activity of the Medical Communications Call Centre.
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Place of Work: Home Office or European Hub Office
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Hours: US hours, working 9 hour shifts between 2pm and 2am CET Mon-Fri
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Metrics: Maintain and contribute toward process improvement which positively impacts metrics associated with activities of the Medical Communications Call Centre; metrics are subject to change annually or more often as deemed necessary.
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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.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
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Education: Life Sciences or healthcare degree or equivalent
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Experience and/or Training: Strong clinical background and excellent verbal/written communication skills.
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In addition to mother tongue fluency in English is required, other European languages to level C1 or C2 (Common European Framework) should ideally be met.
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Strong translation skills.
PREFERRED QUALIFICATIONS:
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Education: Master of Science (MSc) degree in Life Sciences or healthcare. Common examples include BSc. or MSc. in Pharmacy, BSc. Biomedical Sciences, BSc. Anatomy & Physiology, BSc. Health Science, BSc. Human Science, BSc. Psychology.
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Experience and/or Training: Call Center, Medical Information, pharmaceutical industry, and clinical experiences including medical writing.
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Technology/Equipment: Computer proficiency in Microsoft Word, Excel, and other Window applications. Utilisation of Medical Information Management Systems, Safety Databases, or equivalent.
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Positive Attitude and Energy: Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energises others and heightens morale through her/his attitude.
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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.
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Innovator: Transforms creative ideas into original solutions that positively impact the company’s performance.
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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/Home 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), talk and hear. The noise level in the home office working environment should be moderately quiet, without frequent interruptions and multiple demands.
The employee must provide and maintain internet connectivity and at the performance level required for the role.
Additional Information
Patient Minded I act with the patient’s best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and hold myself accountable.
Embrace Diversity I create an environment of awareness and respect.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.
Always Innovate I am bold and creative in everything I do.
Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.
From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.
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