Medical Information Specialist

About EVERSANA

EVERSANA is a global life sciences commercialization partner, recognized as a Great Place to Work worldwide. With a workforce of more than 7,000 people and a client base of over 650 organizations, the company supports biotech innovators and established pharmaceutical businesses in bringing new therapies to patients. The organization emphasizes inclusion, diversity, and a patient-first mindset, and it looks for people who combine strong capability with genuine commitment to patients, clients, and colleagues.

Role Overview

The Medical Information Specialist supports the safe and effective use of pharmaceutical products by delivering scientifically grounded, non-promotional responses to unsolicited questions from healthcare professionals, patients, caregivers, and payers. The role is part of the Medical Information Contact Center team and involves handling product information requests, identifying and documenting adverse events and product quality concerns, and producing written responses for medical questions. The position calls for clinical knowledge, strong analysis, and a customer- and patient-focused approach, often while supporting several clients, products, and therapeutic areas.

Core Duties

• Respond to medical information questions from physicians, pharmacists, nurses, other healthcare professionals, consumers, and payers, using research and critical review of medical literature to prepare accurate answers.
• Write narratives for adverse events and product complaints during intake, and draft custom medical inquiry responses.
• Manage communications through multiple channels such as phone, email, CRM tools, and chat platforms.
• Recognize adverse events and product complaints during interactions, gather the needed intake details, and complete reports in line with EVERSANA-MICC and client procedures, including FDA post-marketing reporting expectations and safety terminology.
• Support complaint-handling workflows for product quality issues, coordinating with Quality Assurance, Regulatory Affairs, and the complainant as needed.
• Keep current on product knowledge, therapeutic areas, and client-specific requirements.
• Maintain strong documentation standards, service quality, and customer experience.
• Contribute to medical writing and the development of medical information content such as FAQs, Scientific Response Documents (SRDs), and Custom Response Documents (CRDs), working with the medical writing team when needed.
• Staff scientific medical affairs booths when assigned.
• Serve in on-call rotations as needed.
• Handle special projects including market and competitor research, process improvement efforts, field team training, and liaison support.
• Perform other duties as assigned.

Performance Expectations

• Help maintain and improve contact center metrics, and support process enhancements that positively affect performance measures, which may change annually or more often.
• Contribute to a consistently high level of customer service across the Medical Communications Contact Center.
• Work full time with flexibility in scheduling based on client and management needs.
• Be available to travel up to 10%, although travel is generally limited.

Qualifications

• An advanced healthcare degree is preferred, with PharmD or higher specifically favored.
• Applicants should bring a solid clinical background along with strong verbal and written communication skills.
• Preferred candidates will have a pharmacist license.
• Experience in a contact center and within the pharmaceutical industry is preferred.
• Technology comfort with telephony systems, medical information databases, Microsoft Office, and video conferencing tools is important.
• Knowledge of therapeutic areas, medical literature evaluation, and medical information contact center processes is preferred.
• Experience in drug information or specialty areas such as oncology, hematology, immunology, rare disease, neurology, cardiology, or similar fields is an advantage.
• A positive, collaborative attitude, strong communication ability, creativity, and high ethical standards are valued.

Work Environment

This is an office-based role. The employee will frequently reach, grasp, stand, sit for extended periods of up to 90% of the shift, walk, speak, and hear. Occasional lifting or moving of up to 25 pounds may be required. The work setting is generally moderately quiet but includes frequent interruptions and multiple simultaneous demands.

Additional Information

EVERSANA highlights cultural values centered on patients, client success, accountability, growth, teamwork, clear communication, inclusion, and innovation. The company also warns candidates about recruitment fraud and states that it never asks for personal information or any payment during hiring, including fees for training or applications.

The company notes that if a salary range appears in a posting, it reflects the U.S. base pay range only, and actual compensation may vary depending on experience, qualifications, and location. Benefits information is available through the company’s careers page, and EVERSANA may revise salary ranges and benefits at any time.

EVERSANA is an equal opportunity employer and supports diversity, equity, and inclusion across race, gender identity, age, disability, veteran status, sexual orientation, religion, and other identities. Reasonable accommodation is available during the hiring process for qualified applicants with disabilities, unless it would create undue hardship. Interview or hiring accommodation requests can be made through the company’s applicant support email.