About this role
About the Role Lead and oversee EVERSANA’s Medical Information Contact Center (MICC) operations to ensure high-quality, compliant medical information delivery and client satisfaction. The Associate Director will manage a multidisciplinary MICC team, drive client-focused strategies, and provide leadership on operations, processes, and career development for direct reports.
What You'll Do
- Direct the activities of Medical Information Specialists, Managers, and CM-TL roles; mentor and develop staff and support recruitment.
- Oversee client management and MICC operations, ensuring delivery against KPIs, SLAs, and SOWs; manage invoicing and related P&L.
- Develop and execute Medical Information operational strategy and initiatives; liaise with client stakeholders and EVERSANA Quality for audits.
- Lead daily MICC operations, monitor workload, staffing, schedules, and resource allocation; approve/deny PTO as needed.
- Design and deliver training programs for MICC staff; identify and implement process improvements.
- Ensure accurate and current client/product information resources and maintain updated reference materials.
- Provide hands-on medical information support when needed; triage inquiries, research literature, and craft compliant responses across multiple channels.
What We're Looking For
- Demonstrated experience leading Medical Information or equivalent customer-facing healthcare information teams.
- Strong people management, coaching, and development skills; track record of building high-performing teams.
- Experience managing client relationships, KPI/SLA governance, SOWs, invoicing, and P&L responsibilities.
- Excellent stakeholder management, communication, and project management capabilities; ability to liaison with clients and cross-functional teams.
- Knowledge of clinical literature evaluation, regulatory/compliance considerations, and quality processes.
- Ability to operate in a fast-paced, remote environment with strong organizational and problem-solving skills.
Nice to Have
- Experience working in pharmaceutical or life sciences information services; familiarity with EVERSANA MICC.
Compensation & Benefits
- Not specified