onsite
Medical Information Team Lead - Inizio Engage
Software Engineer
Lead a medical information call center, ensuring accurate, timely responses across phone, email and chat while supervising staff, maintaining compliance, and supporting a leading biotechnology partner.
About the role
Key Responsibilities
- Supervise and coach call center agents to deliver high‑quality medical information to healthcare professionals and patients.
- Monitor and improve response times and accuracy across all communication channels (phone, email, chat).
- Ensure all interactions comply with FDA, EMA, and internal regulatory standards, including pharmacovigilance reporting.
- Develop and maintain SOPs, training materials, and performance metrics for the medical information team.
- Collaborate with Medical Affairs, Commercial, and Patient Solutions teams to align messaging and resolve complex inquiries.
Requirements
- PharmD or equivalent advanced degree with 5+ years of experience in medical information or pharmacovigilance.
- Proven leadership in a call‑center or customer‑service environment, preferably within biotech or pharmaceutical industry.
- Strong knowledge of regulatory guidelines (FDA, EMA, ICH) and experience handling adverse event reporting.
- Excellent communication, problem‑solving, and stakeholder‑management skills.
- Ability to analyze data, generate reports, and drive continuous improvement initiatives.
Skills
software developmentsystem designproblem solving