The business problem is to provide accurate and timely clinical, therapeutic, and safety information to healthcare professionals and internal colleagues in response to unsolicited requests. This includes supporting patients and providing information on drug/medical device products for a leading Biotechnology company.
Requirements
- Must be knowledgeable of methods for conducting literature searches and possess strong skills for providing comprehensive presentations on specific topics, both written and oral
- Competent with a computer, keyboard and mouse
- Competent with Call Center Telephone Technology
- Ability to build on existing clinical foundation in pursuit of expertise in relevant therapeutic areas
- Ability to manage complex situations
- At least one year of experience in healthcare or pharmaceuticals is strongly preferred
Responsibilities
- Accurately collect information required by individual programs in a timely manner and correctly captures in specific program databases
- Completely and accurately document all Medical Information Requests, Adverse Events and Product Quality Complaints in compliance with Inizio, Client and Federal guidelines and regulations
- Exhibit effective verbal and written communication and tele-management skills by supporting clinical questions which may include on and off-label information via verbal consultation, clinical medical letters, and literature search and analysis
- Conduct literature analysis to respond to unsolicited, off-label inquiries as needed
- Conduct study compliance calls to volunteers enrolled in clinical/medical research trials
- Collect demographic data and disposition for product, sample and literature fulfillment
- Identify adverse events and product complaints as outlined by client guidelines
Other
- Maintain excellent quality and productivity standards for all client programs; adheres to program scripts and guidelines
- Exhibit effective verbal and written communication and tele-management skills
- Converse with callers in an empathetic manner and facilitate dialogue with the callers to help them understand medical terminology, as needed
- Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties, as needed
- Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
