Operations Specialist 2

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PURPOSE:

In this Medical Information role, you will use both your scientific background and your language expertise to share medical information and receive and document adverse events. You will be required to perform key medical information call center services and review, assess and process safety and product quality information to help optimize the safety profiles of products marketed around the world. You may be in regular communications with our client, patients and HCPs and for some roles, depending on levels of experience, you will be required to lead and provide oversight and could be a subject matter expert/trainer in each therapeutic area. 

RESPONSIBILITIES:

• Provide phone support to health care professionals and patients, involving receipt and tracking of medical inquiries, adverse events, product quality complaints, and other types of calls as required. This does NOT include commercial sales support except managing medical information requests forwarded by the sales representative on behalf of an HCP.

• Receive, triage, review and process safety data from various sources. This involves performing data entry into tracking and client safety databases, generating follow up queries pertinent to the case, performing quality control, assisting with reconciliation, driving case closure, and performing other safety-related tasks as needed e.g. regulatory reporting 

• Receive and document incoming telephone calls, faxes or emails from various sources including investigative sites during regular weekday business working hours.

• Establish and maintain effective team communications i.e. provide regular feedback to the local management team on project metrics, out of scope work challenges/issues and successes.

• Depending on your experience, some roles will require you to provide leadership training and mentoring for less experienced team members of staff, and assist managers with appropriate allocation of resource.

• Build a positive, collaborative team environment with other Lifecycle safety team members

• Participate in training across Lifecycle safety service offerings, participate in working groups as applicable in implementation of new initiatives, identification and implementation of process efficiencies.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent written and verbal skills in English 

• Excellent professional telephone behavioral skills

• Ability to work flexibly, organize own workload and effectively manage competing priorities.

• Excellent attention to detail and accuracy maintaining consistently high-quality standards.

• Ability to establish and maintain effective working relationships with coworkers, managers and clients.

• Willingness to learn new skills and flexibility to support business needs 

• Apply knowledge and expertise, to contribute to and provide solutions to process improvements

• Some roles require Leadership skills to support and train team members (depending on role/experience)

MINIMUM REQUIRED EDUCATION AND EXPERIENCE:

• Degree in a scientific or healthcare discipline (nurse or PharmD) ideally with 1-2 years’ similar experience or an equivalent combination of education, training and experience. Experience in Lifecycle safety (Pharmacovigilance, Medical Information, Aggregate Reporting, Risk Management etc.) is a distinct asset. 

• For lead/SME roles an additional 2 years of pharma industry experience and specific experience related to various Therapeutic areas  

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IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

The potential base pay range for this role, when annualized, is $75,500.00 - $125,800.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.