Medical Information Specialist

Summary:
The Medical Information Specialist provides timely, accurate, and compliant scientific and medical information to external and internal stakeholders. This role performs core Medical Information (MI) activities aligned with global MI policies and procedures and directly supports the Medical Information Contact Center by handling inbound medical enquiries via phone, email, and web. The role ensures high-quality scientific responses, supports literature searches and medical file maintenance, and escalates safety, complaint or regulatory issues following established processes.

Responsibilities:

• Document and respond to medical and scientific inquiries from healthcare professionals, patients, and internal stakeholders via telephone, email, and web portal in accordance with global MI standard operating procedures and service level agreements (SLAs).
• Triage calls/escalations and manage enquiries from receipt through closure, documenting interactions accurately in the MI tracking system / CRM.
• Develop, adapt, and deliver medically accurate written responses (medical letters, FAQs, standard response documents) using approved content and aligning to corporate style, regulatory, and compliance requirements.
• Conduct literature searches and evidence synthesis to support scientific responses; summarize findings concisely and cite sources per MI standards.
• Maintain and update MI knowledgebase content (standard responses, FAQs, clinical summaries) and ensure version control and documentation in the document management system.
• Identify and escalate potential adverse events, product complaints, or quality issues to Customer Quality/Complaints Handling teams immediately and complete required internal notifications and documentation per SOPs.
• Provide subject matter expertise to cross-functional teams (Regulatory, Clinical, R&D, Commercial, Quality) on medical information trends, identified knowledge gaps, and frequently asked questions.
• Support training and onboarding for call center staff and other MI team members on product clinical profiles, MI processes, and systems (content delivery rather than people management).
• Participate in development and continuous improvement of MI processes, metrics, tools, and call center scripts to enhance service quality and efficiency.
• Track and report call center and MI metrics (volume, response times, quality review outcomes, trends) and support root cause analysis for recurring enquiries.
• Ensure all MI activities comply with internal policies, applicable local and global regulations, and corporate codes of conduct.
• Support special projects (e.g., new product launches, labeling changes, global harmonization) as assigned by management.

Key Accountabilities:

• Accurate, timely responses to enquiries within agreed SLAs.
• Up-to-date MI knowledgebase and library content with proper documentation and version control.
• Complete, compliant escalation of safety/complaint events to appropriate stakeholders.
• Clear, actionable trends and insight reports for Medical Affairs and cross-functional partners.
• High quality scores on internal QA reviews of medical responses.

Decision Making / Autonomy:

• Exercises independent judgment on scientific interpretation, literature relevance, and appropriate response content within defined SOPs and escalation pathways.
• Escalates clinical, safety, regulatory, or complex medical issues to direct manager or relevant functional leads per escalation matrix.

Regulatory / Compliance:

• Works within MI and Medical Affairs guidelines to ensure non-promotional, factual, and balanced scientific communications.
• Adheres to all applicable global and local regulations and company policies governing medical communications and safety reporting.

Key Interactions:

• Internal: Medical Affairs, R&D, Quality, Regulatory Affairs, Clinical Affairs, Commercial, Legal, Document Control.
• External: Healthcare professionals, patients, caregivers, payers, distributors (as applicable), and third-party service providers supporting MI operations.

Education & Qualifications:
Bachelor’s degree in life sciences, pharmacy, nursing, or related scientific discipline required. Advanced degree (PharmD, MSc, PhD) preferred.
Scientific/clinical training is sufficient to interpret clinical literature and product clinical data.

Experience:

• 3–7 years of relevant experience in medical information, medical affairs, pharmacovigilance, clinical research, or clinical practice in a pharmaceutical, biotechnology, or medical device environment.
• Direct experience of handling medical enquiries and/or working in a medical information call center environment preferred.
• Experience with literature searching, medical writing, and scientific review processes.

Knowledge, Skills & Abilities:

• Strong clinical/scientific knowledge and the ability to translate complex data into concise, non-promotional medical responses.
• Proficient in literature databases and search strategies (e.g., PubMed/EMBASE or equivalent), and skilled in evidence appraisal and synthesis.
• Excellent verbal and written communication skills; ability to interact credibly with healthcare professionals.
• Familiarity with adverse event and product complaint processes and the responsibility to escalate per SOPs.
• Strong organizational skills, attention to detail, and ability to manage multiple enquiries concurrently while meeting SLAs.
• Comfortable working with CRM/MI tracking systems, document control systems, and standard office software.
• Ability to work independently and as part of a cross-functional team.
• Demonstrated problem-solving and continuous improvement mindset.