Medical Information Call CSR w HCP exp

A Medical Information Call Center Representative plays a critical role in providing accurate, reliable, and timely medical information to patients, healthcare professionals, or consumers. They serve as the primary point of contact for individuals seeking clarification or guidance on medical products, treatments, services, or general health-related inquiries.

Job Title: Medical Information Call Center Representative

Job Summary:

The Medical Information Call Center Representative will provide excellent customer service by answering inquiries related to medical products, services, and general health information. The representative will interact with patients, healthcare providers, and other stakeholders, ensuring that all queries are addressed with the highest level of professionalism, accuracy, and empathy. The role requires the ability to handle a high volume of calls, process information efficiently, and maintain confidentiality.

Health Care degree required (example Nursing/Pharmacist)

Key Responsibilities:

1. Answer Inquiries:
• Respond to incoming calls from healthcare professionals, patients, and consumers seeking medical information.
• Provide accurate, clear, and up-to-date information regarding pharmaceutical products, over-the-counter medications, medical devices, or treatment options.
• Clarify product usage, side effects, contraindications, and proper administration based on the available scientific data.
2. Information Management:
• Document and log all inquiries and responses in the database/system in compliance with company policies and regulatory requirements.
• Ensure that information shared is consistent with the latest medical research, regulatory guidelines, and product-specific information.
3. Customer Service:
• Provide exceptional customer service, demonstrating empathy and professionalism during each interaction.
• Address patient or healthcare provider concerns effectively, ensuring that each call is resolved in a timely manner.
4. Adverse Event Reporting:
• Identify and document adverse events or product complaints related to medical products.
• Report adverse events to the appropriate team for further investigation and regulatory compliance.
5. Maintain Product Knowledge:
• Stay current on new medical products, treatment guidelines, and company protocols to provide the most accurate and up-to-date information.
• Attend training sessions and meetings to ensure knowledge of product changes, safety warnings, and new developments.
6. Compliance and Privacy:
• Ensure adherence to privacy and confidentiality standards (e.g., HIPAA in the U.S.) and follow proper protocols for sharing sensitive health information.
• Maintain awareness of and comply with relevant healthcare regulations and industry standards.
7. Follow-up:
• Provide follow-up to callers when necessary, ensuring they receive additional support or clarification on their initial inquiry.
• Assist in facilitating the resolution of outstanding issues or concerns.
8. Collaboration:
• Work closely with other departments, such as Medical Affairs, Regulatory Affairs, or Quality Assurance, to address complex inquiries or report critical issues.
• Escalate inquiries to appropriate specialists if required.

Skills & Qualifications:

• Education: A high school diploma is required; a degree in life sciences, nursing, pharmacy, or related field is preferred.
• Experience: Prior experience in a medical information, call center, or customer service role in the healthcare or pharmaceutical industry is highly preferred.
• Knowledge: Familiarity with medical terminology, healthcare regulations (e.g., HIPAA), and the ability to interpret scientific literature.
• Technical Skills: Proficient in using call center software, customer relationship management (CRM) systems, and Microsoft Office Suite. Ability to quickly adapt to new technology.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain complex medical information in a clear and understandable manner.
• Problem-Solving Skills: Ability to manage multiple inquiries simultaneously and handle difficult situations calmly and professionally.
• Attention to Detail: Ensure accuracy in documenting and providing information, especially when dealing with complex medical queries.
• Empathy and Compassion: Ability to empathize with patients and healthcare providers, particularly when discussing sensitive health-related issues.

How to Apply:

Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications to patrick.g@globalpacificsupport.com with the subject line "VA Medical Info Application”. PLEASE ATTACH THE LINK OR SHORT VIDEO INTRODUCTION OF YOURSELF HIGHLIGHTING YOUR EXPERTISE AND EXPERIENCE AS A VIRTUAL MEDICAL INFO REP.