Medical Information Client Manager / Team Lead - (German and English speaking)

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, serving over 650 clients ranging from innovative biotech start‑ups to established pharmaceutical companies. We help bring innovative therapies to market and support the patients who rely on them.

Job Description

Medical Information is a critically important customer‑facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence‑based, non‑promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers and payers. It also plays an essential role in post‑marketing handling of adverse events and product complaints. This position ensures client success by managing assigned clients, overseeing implementation, ongoing management, and regular touchpoints and meetings. It involves hiring, mentoring direct reports, and taking an active role in additional projects to support the Medical Information Contact Center (MICC) team. The role is home‑office based and requires a valid work permit in the European Union or the UK. Must speak fluent German and English.

Essential Duties and Responsibilities

Client Management

• Ensure client success by providing oversight of assigned 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 to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANA‑MICC).
• Perform project escalations in a timely manner when client performance requirements are not met.
• Address client concerns regarding products, services rendered 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.

Team Leadership

• Mentor junior staff and provide initial and ongoing training.
• Ensure staff performance and proficiency across client product(s) and procedures.
• Monitor and update client resources to ensure staff have the most accurate and current information.
• Maintain client and client product information reference files.
• Proactively monitor work processes related to handling medical information inquiries and ensure compliance with client performance requirements of EVERSANA‑MICC.
• Provide constructive suggestions and follow through with implementation of appropriate changes, including revision or update of content or processes to meet service standards and client expectations.

Medical Information Support

• Triage and respond to medical information inquiries from health‑care professionals, consumers and payers.
• Identify, research and critically evaluate medical literature to create responses.
• Write adverse event and product complaint narratives during intake and medical inquiry custom responses.
• Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.).
• Identify adverse events and product complaints during interactions, and prepare reports in compliance with EVERSANA‑MICC and client SOPs.
• Coordinate processes for responding to product quality–related complaints, involving Quality Assurance, Regulatory Affairs and the complainant.
• Maintain product, therapeutic area, and client‑specific requirements knowledge.
• Ensure good documentation, high quality and excellent customer service.
• Medical writing and content development for response documents (FAQs, SRDs, CRDs).
• Staff scientific medical affairs booths and manage on‑call responsibilities.
• Support miscellaneous projects such as market research, operational and process improvements, field training and liaison support.
• All other duties as assigned.

Expectations of the Job

• Maintain and contribute toward process improvement, positively impacting metrics associated with the Medical Communications Contact Center.
• Maintain and improve customer services associated with the activity of the Medical Communications Contact Center.
• Work full‑time and be flexible with work scheduling as required by clients and management.
• Travel up to 10%; general travel is not required.

Qualifications

Minimum Knowledge, Skills and Abilities

• Advanced healthcare degree in Life Sciences or an equivalent healthcare degree.
• One to two years of Medical Information and/or pharmaceutical industry experience.

Preferred Qualifications

• Two to five years of Medical Information and/or pharmaceutical industry experience.
• Experience in a Contact Center and Pharmaceutical industry environment.
• Skills in project management and time management.
• Technology proficiency in telephony, Medical Information database, Microsoft Office and video conference platforms.
• Therapeutic expertise and the ability to critically evaluate medical literature.
• Knowledge of Medical Information contact center systems and processes.
• Fluent in English; additional language skills highly desirable.
• Experience in Drug Information or a specialty area such as Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology or other specialty.
• Positive attitude, strong communication skills, innovation mindset, and high moral and ethical behavior.

Additional Information

Our Cultural Beliefs

• Patient Minded – Act with the patient’s best interest in mind.
• Client Delight – Own every client experience and its impact on results.
• Take Action – Empower others to act now.
• Grow Talent – Invest in the development of others.
• Win Together – Connect with anyone to achieve results.
• Communication Matters – Speak up to create transparent, thoughtful and timely dialogue.
• Embrace Diversity – Create an environment of awareness and respect.
• Always Innovate – Be bold and creative in everything you do.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status in accordance with applicable law.

Please note that EVERSANA would never require personal information or payment at any stage of the employment process. We respect the personal rights of all candidates.