Nurse - Medical Information Specialist

The Medical Information Specialist position is part of ProPharma’s Medical Information Contact Center. The role follows all relevant regulations, industry standards, and client and internal policies relating to medical information, adverse event collection and documentation, special situation events, and product complaints.

Essential Functions

• Medical Information Service Delivery
• Respond to unsolicited requests for medical and safety information from consumers, healthcare professionals, and other external customers via telephone, website/email, letter, fax, and scientific meetings on behalf of ProPharma’s pharmaceutical clients.
• Provide labelled and unlabelled medical and safety information responses in accordance with regulatory requirements, industry standards, and client and ProPharma internal policies and procedures.
• Accurately identify, document, and report adverse events, pregnancy reports, special situation events, and product complaints in a clear and concise manner, in line with government regulations, ProPharma Standard Operating Procedures, and client Working Practices.
• Ensure tasks are completed within the timelines documented in the agreed ProPharma Standard Operating Procedures and Working Practices.
• Formulate and provide accurate responses using approved labelling, company standard responses, published literature, and other relevant data.
• Assist with writing custom medical information responses using approved resources and available data.
• Log all enquiries accurately, comprehensively, and in a timely manner within the relevant inquiry handling systems.

Quality Assurance

• Maintain quality across all areas of the role, including performing quality checks on adverse events, product quality complaints, correspondence, and enquiries logged within inquiry handling systems.
• General Responsibilities
• Provide after hours coverage on a rotational basis, subject to business requirements.
• Adhere to company and country specific privacy policies, ensuring any confidential information or personal data relating to ProPharma and its clients is managed in accordance with applicable data privacy regulations, ProPharma Standard Operating Procedures, and the Confidentiality Statement within the Contract of Employment.
• Comply with the Company’s health and safety policies.
• Complete other activities as assigned or delegated by the Manager.

Candidate Requirements

• Nursing degree required.
• Excellent verbal and written communication skills, including proofreading, professional telephone etiquette, and empathetic customer service skills.
• Ability to write fluently and grammatically in the target language for the role.
• English language proficiency required.
• Working knowledge of medical terminology, pathophysiology, pharmacology, regulations, and industry standards.
• Strong cognitive abilities, including verbal reasoning, critical thinking, and analytical skills.
• Ability to multitask with strong attention to detail within restrictive timeframes, including sound planning, prioritisation, and organisational skills.
• Proactive approach, with the ability to independently identify problems and suggest effective solutions.
• Ability to learn, take instruction, and apply guidance to daily operations and tasks.
• Receptive to constructive feedback and able to take responsibility for allocated work.
• Self motivated, with the ability to demonstrate initiative and internal drive.
• Willingness to seek out and support additional workload or projects when required.
• Ability to work effectively both independently and as part of a team.
• High proficiency in computer applications, including Microsoft Office platforms and Adobe Acrobat, with experience using document management systems.
• Aptitude to learn other computer systems, including inquiry handling databases.