Medical Information Associate I

Job Description

Job Summary:

• Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer service.
• Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines.
• The information provided will be given to a level in parallel with the individual’s expertise, experience and training.

Duties and Responsibilities:

• Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products.
• Processes fulfillments and provides clinical trial information or after-hours on call support.
• Analyzes caller’s questions to formulate an accurate and concise response using client-approved resources and records inquiries and interactions in the appropriate databases following organizational, client and regulatory guidelines.
• Identifies, records and triages adverse events and product complaints according to organizational, client and regulatory guidelines and provides additional support (including follow up) as needed.
• Maintains knowledge of project and corporate policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
• Works with internal and external client contacts to resolve inquiries.
• As needed, researches medical literature and drafts responses for such inquiries.
• Provides administrative support as needed.

Education and Experience:

• High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
• Technical positions may require a certificate.
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 4 years) including 1+ year of medical or life-sciences experience, training or education.

Knowledge, Skills and Abilities:

• Strong verbal and written communication skills.
• Strong language skills.
  (comprehension, speaking, reading and writing); Fluency skills in a second language may be required.
• Solid computer and keyboarding skills.
• Good interpersonal skills.
• Ability to work independently as well as part of a team.
• Ability to interpret client provided medical and technical information.
• Organizational and time management skills.
• Ability to maintain a positive and professional demeanor in challenging circumstances.