Associate Director, Medical Information
London, United Kingdom (Remote / Home Office Based – Europe Eligible)
Employment Type: Full-Time
Department: Clinical & Medical
Job Family: Medical & Regulatory Affairs
Experience Required: Minimum 5+ years in Medical Information or Pharmaceutical Industry
Company Overview
EVERSANA is a global leader in commercialization services for the life sciences industry, dedicated to improving patient outcomes and advancing healthcare innovation worldwide. With more than 7,000 professionals globally and over 650 clients ranging from emerging biotechnology companies to established pharmaceutical organizations, the company delivers next-generation solutions that support the development, launch, and commercialization of innovative therapies.
The organization fosters a collaborative and inclusive work culture, prioritizing diversity, professional development, and patient-centered innovation while maintaining strong operational excellence across global healthcare markets.
Job Overview
The Associate Director, Medical Information plays a strategic leadership role within the Medical Information Contact Center (MICC), supporting pharmaceutical clients by ensuring the delivery of accurate, evidence-based, and non-promotional medical information. This customer-facing function supports healthcare professionals, patients, caregivers, and payers by responding to unsolicited medical inquiries, managing product information, and supporting pharmacovigilance activities including adverse event reporting and product complaint handling.
This role provides operational oversight, client relationship management, and team leadership while ensuring service delivery meets defined key performance indicators (KPIs), service level agreements, and regulatory compliance standards. The position also requires leadership in staff development, operational strategy implementation, and continuous process improvement.
The role is fully remote and open to candidates based in the United Kingdom or European Union countries including Poland, Ireland, Italy, Portugal, Germany, or Spain. Candidates must be legally authorized to work in the UK or EU.
Key Responsibilities
People Management and Leadership
Manage, mentor, coach, and develop Medical Information Specialists, Managers, and Client Manager Team Leads.
Support recruitment, onboarding, and professional development of MICC staff.
Establish performance goals, monitor team productivity, and provide continuous feedback.
Ensure team competency in client products, procedures, and service standards.
Client Management and Operational Oversight
Provide strategic oversight for assigned clients, including implementation and ongoing service delivery.
Maintain strong client relationships through regular meetings and performance reviews.
Ensure deliverables meet contractual obligations, KPIs, and service level expectations.
Oversee statements of work, invoicing processes, and client-related financial performance.
Monitor operational workload, staffing levels, and scheduling to optimize service delivery.
Lead training initiatives for clinical knowledge, customer service, and project management capabilities.
Participate in client audits and collaborate with quality teams to ensure regulatory compliance.
Medical Information Operations
Provide medical information support and respond to complex inquiries when required.
Evaluate medical literature and develop scientifically accurate responses to healthcare professionals and stakeholders.
Manage inquiries across multiple communication channels including phone, email, and digital platforms.
Identify, document, and process adverse events and product complaints according to regulatory requirements and standard operating procedures.
Maintain up-to-date product information and medical reference resources.
Process Improvement and Compliance
Monitor and optimize workflows related to medical inquiry handling.
Ensure compliance with regulatory standards, including European healthcare regulations and post-marketing safety reporting requirements.
Implement process enhancements to improve operational efficiency and service quality.
Role Expectations
Drive continuous improvement initiatives impacting performance metrics and customer satisfaction.
Demonstrate flexibility in work schedules based on business and client requirements.
Travel for business purposes up to approximately 10–15%.
Required Qualifications
Master of Science (MSc) in Life Sciences, Healthcare, or related field.
Minimum 5 years of experience in Medical Information or the pharmaceutical industry.
Strong knowledge of medical information industry standards and best practices.
Understanding of European healthcare systems and regulatory frameworks, including EMA guidelines.
Proven ability to manage teams, drive performance, and deliver operational excellence.
Excellent communication, stakeholder management, and problem-solving skills.
Experience in designing and delivering training programs.
Preferred Qualifications
Advanced healthcare degree such as PharmD, MBA, or Regulatory Science qualification.
Pharmacist license or equivalent professional certification.
Experience in Medical Information management or pharmaceutical leadership roles.
Strong analytical, strategic planning, and project management capabilities.
Proficiency with medical information databases, telephony systems, and Microsoft Office tools.
Fluency in English and one additional European language (B2–C2 level).
Core Competencies
Strategic leadership and people management.
Scientific and clinical expertise in pharmaceutical products.
Regulatory and compliance knowledge in medical communications.
Customer-focused service delivery.
Innovation and continuous process improvement.
Diversity, Equity and Inclusion
The organization is committed to fostering an inclusive workplace that values diversity across backgrounds, experiences, and perspectives. Equal employment opportunities are provided to all qualified applicants in accordance with applicable employment regulations.
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