Medical Information Client Manager – Team Lead
Location: Overland Park, KS, United States (Remote Work Available)
Employment Type: Full-time
Department: Clinical & Medical
Job Family: Medical & Regulatory Affairs
Compensation: USD 121,000 – USD 150,000 per year
Company: EVERSANA
Job Overview
EVERSANA is seeking an experienced Medical Information Client Manager – Team Lead to oversee client relationships, manage medical information services, and lead cross-functional teams within its Medical Information Contact Center. This leadership role supports pharmaceutical products by delivering accurate, evidence-based, and non-promotional medical information to healthcare professionals, patients, caregivers, and payers.
The position combines client management, medical communications, and team leadership responsibilities to ensure service excellence, regulatory compliance, and operational efficiency. The successful candidate will manage client deliverables, monitor performance metrics, support medical inquiry responses, and contribute to post-marketing safety reporting activities including adverse events and product complaints.
This opportunity is ideal for professionals seeking career advancement in medical affairs, drug information, medical communications, and pharmaceutical client management within a global life sciences organization.
About the Organization
EVERSANA is a global provider of commercialization services for the life sciences industry, delivering integrated solutions across medical affairs, regulatory support, and patient services. With more than 7,000 employees worldwide, the organization supports over 650 clients ranging from emerging biotechnology companies to leading pharmaceutical organizations. EVERSANA focuses on improving patient outcomes by helping bring innovative therapies to market and supporting healthcare stakeholders globally.
Key Responsibilities
Client Management
Oversee assigned client accounts, including implementation, ongoing service management, and performance monitoring.
Ensure deliverables meet key performance indicators (KPIs) and service level expectations.
Serve as the primary liaison between clients and medical information teams.
Manage client escalations and address service-related concerns promptly.
Participate in client audits and collaborate with quality teams to ensure compliance.
Manage client invoicing and operational reporting.
Maintain comprehensive knowledge of client products, procedures, and requirements.
Team Leadership
Lead, mentor, and train junior staff members.
Monitor team performance and ensure proficiency across client products and processes.
Maintain and update client reference materials and knowledge resources.
Identify opportunities for operational improvements and implement process enhancements.
Ensure compliance with organizational standards and client expectations.
Medical Information Support
Respond to medical information inquiries from healthcare professionals, patients, and payers.
Research and evaluate medical literature to develop evidence-based responses.
Document and manage adverse events and product complaints in compliance with regulatory requirements.
Coordinate product quality complaint processes with quality assurance and regulatory teams.
Develop and review medical information content including FAQs, Scientific Response Documents, and custom responses.
Support medical communications initiatives, scientific booth staffing, and field team training when required.
Manage multi-channel communications including phone, email, CRM platforms, and chat systems.
Operational and Compliance Responsibilities
Maintain accurate documentation and ensure regulatory compliance in all activities.
Support process improvement initiatives and performance metrics optimization.
Participate in on-call responsibilities and special projects as assigned.
Ensure high standards of customer service and scientific accuracy.
Experience Required
Minimum 1–2 years of experience in medical information services or the pharmaceutical industry.
Preferred 2–5 years of experience in medical information, drug information, or pharmaceutical client services.
Experience in medical communications contact centers or pharmaceutical service environments is advantageous.
Prior experience handling medical inquiries, adverse event reporting, or product complaints is preferred.
Experience in therapeutic areas such as oncology, hematology, immunology, neurology, cardiology, or rare diseases is beneficial.
Educational Qualifications
Doctor of Pharmacy (PharmD) required.
Advanced healthcare or scientific degree preferred.
Required Skills and Competencies
Strong understanding of pharmaceutical products, medical information services, and drug safety processes.
Ability to critically evaluate scientific literature and clinical data.
Knowledge of post-marketing adverse event reporting regulations and safety terminology.
Excellent written and verbal communication skills.
Strong leadership, team management, and stakeholder engagement capabilities.
Experience with medical information databases, telephony systems, and CRM platforms.
Proficiency in Microsoft Office and virtual collaboration tools.
Strong project management, time management, and problem-solving abilities.
Ability to work in a fast-paced, matrix-based global environment.
Work Environment and Expectations
Remote work flexibility available.
Travel requirements up to 10%.
Full-time schedule with flexible working hours based on client needs.
Office-based work environment with standard operational demands.
Compensation and Benefits
EVERSANA offers a competitive compensation package based on experience, qualifications, and geographic location. Salary ranges are subject to change and may vary based on individual qualifications and organizational requirements.
Diversity, Equity, and Inclusion
EVERSANA is an equal opportunity employer committed to building a diverse and inclusive workplace. The organization values varied perspectives and fosters an environment that supports innovation, collaboration, and professional growth while advancing patient care globally.
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