Medical Communication Specialist (MCS)

Summary of Position Requirements and Responsibilities

Medical Communication Specialist

 

Overall Summary

  • Reporting to Medical Communications Team Lead, who is responsible for the oversight of the Medical Communication Center (MCC).  Assist in the daily operations of both the MCC and Team Leads and PV Specialists assigned to specific clients.
  • Clinicians/healthcare professionals such as PharmDs, RPHs
  • Responsible for participating in Medical Communication Center three ways:
  1. Assisting PV Specialists in Client related call center needs
  2. Assisting in daily MCC affairs
  3. Precepting PharmD students and MCS Residents

 

Summary of Key Responsibilities & Accountabilities

(MCC Services, General Business)

Medical Communication Center

  • Provide single touch triage methodology to the caller for all Medical Inquires (MI), Adverse Event (AE) & Product Complaint (PC) calls.
  • Ensure complete and accurate data intake function regardless of channel of communication specified by client.
  • Evaluate and process AE and PC in accordance with GMP and FDA regulations.
  • Respond to MIs from HCPs and consumers on client’s products.
  • Provide evidence-based information to decision-makers to assist with the proper use of client products.
  • Provide answer to “on-label” inquiries using FAQs and PIs.
  • Diffuse dissatisfied or hostile callers.
  • Respond to media crisis and/or product recalls involving client’s products.
  • Manage high workload volume.
  • Prepare the phone reconciliation report, and MCC metrics reports.
  • Data entry of AE cases into the Client specific database including initial case book in and data entry.
  • Responsible for inbound and outbound mail.
  • Provide superior customer service while maintaining 100% compliance.

 

Additional MCC Responsibilities:

  • Create and maintain Client FAQ database as necessary.
  • Create and maintain Client SRL database as necessary.
  • Responsible for performing, distributing and tracking both internal and external revisions regarding MCC and MCC technology.   
  • Prepare and execute weekly literature searches for Clients.
  • Maintain the Medical Information Library Center (MILC) inventory and Client specific electronic SRLs.
  • Write of the narrative summary and analysis of the aggregate reports.
  • Client specialist in the call center to provide support to the AEM Team Lead, especially in their absence.  This will include, but is not limited to: AEM case related queries/revisions, case processing, integrity review of cases, in addition to MCC tasks.

 

General Business

  • Assist overall Medical Communication Center organization in critical tasks on an as needed basis.  Tasks include, but are not limited to handling inbound and outbound correspondence (phone, fax, email and hard copy mail), data entry, assist in follow-up action items, Sentrx necessary and Client necessary reports, and other various projects.
  • Assist in development, updating and maintaining MCC procedural documents.
  • Participate in quality assessment reviews and audits

 

Team Communication & Support

  • Mentoring, training, and updating of new and existing staff on clients.
  • Inform appropriate Sentrx staff of delayed, missing or incomplete items; ensure follow-up and completion of all transactions are performed in a timely manner, informing appropriate Sentrx staff of delayed, missing or incomplete items.
  • Provide support to the Team Leads and PV Specialists regarding clients who come through the call center.
  • Precept PharmD students.
  • Mentor for MCS Resident.
  • Assist the Medical Communication Team Lead during implementation of new Clients.
  • Knowledgeable on medical literature, GMP/FDA regulations, and client specific issues.

 

Direct Report

  • Team Lead, Medical Communication Center

Indirect Report

  • Special Case Unit Team Leads
  • Unified Case Unit Team Leads
  • Special Projects Unit Team Leads

 

Summary of Key Requirements

Technical/Functional

  •  Clinical background
    • Experience in various therapeutic areas, including disease states and medications, with more demanding clinical skill
    • Able to handle high case volume as well as complex cases
  • Healthcare professional or equivalent with pharmaceutical experience in clinical research or pharmacovigilance; previous safety experience preferred; previous medical affairs experience including  performing literature searches, creation of FAQs ad letters
  • Computer literate (Microsoft Office – including Outlook email)
  • Excellent written and oral English language skills
  • Ability to work with all levels of professional and support staff
  • Must be detail oriented, organized and punctual
  • Demonstrate tact, discretion and professional attitude
  • Professional phone skills
  • Multilingual is a plus

Benjamin Fruscione
Senior Director Operations

Benjamin.fruscione@sentrx.com