Medical Information Client Manager / Team Lead

THE POSITION: 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, nonpromotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in post-marketing handling of adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. This position understands client needs, and ensures deliverables meet expectations, including key performance indicators (KPIs) and service levels. ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by: 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 in reference to 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. Provide initial and ongoing training to staff. Ensure staff performance and proficiency across clie