Employvision Inc.
Website:
employvision.com
Job details:
Director – Medical Information Contact Center (MICC)
Position Summary
The Director – Medical Information Contact Center (MICC) provides strategic and operational leadership for India-based Medical Information Contact Center services. This role ensures the delivery of timely, scientifically balanced, evidence-based, and nonpromotional medical information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers.
The Director is responsible for client management, service delivery, quality, KPIs, process improvement, regulatory compliance, and team leadership. The role will oversee Medical Information Associates, Specialists, Managers, and Client Manager-Team Leads while partnering with global Medical Information and Medical Affairs teams to ensure consistent service delivery.
This is a full-time, office-based position in India with approximately 10–15% business travel.
Key Responsibilities
People & Team Leadership
- Lead, coach, mentor, and develop Medical Information team members.
- Set performance goals, provide feedback, and support career development.
- Support recruitment, hiring, onboarding, and training of MICC staff.
- Monitor team performance, productivity, proficiency, and service delivery.
Medical Information Service Delivery
- Lead high-quality delivery of MICC services across India-based operations.
- Develop and execute Medical Information functional strategies, including digital initiatives.
- Monitor KPIs, productivity, service levels, and operational metrics.
- Standardize processes to improve efficiency, quality, and operational oversight.
- Identify opportunities for process automation and service optimization.
- Develop and oversee MICC quality management programs.
- Support and participate in client and quality audits.
Client Management
- Provide comprehensive oversight of assigned clients, including implementation, ongoing management, and regular client meetings.
- Understand client requirements and ensure deliverables meet agreed KPIs and SLAs.
- Serve as a key liaison between clients and MICC teams.
- Oversee Statements of Work (SOWs), invoicing, and client-related P&L activities.
- Monitor client needs, pipeline, organizational changes, product changes, and new product approvals.
- Develop short-, medium-, and long-term plans to address evolving client requirements.
Operational & Quality Oversight
- Ensure medical information inquiries, adverse event reporting, and product complaint handling follow client requirements and applicable procedures.
- Ensure teams have accurate and current procedural documents, FAQs, and other relevant materials.
- Support training and guidance for junior staff and Client Manager-Team Leads.
- Collaborate with Quality teams during audits and quality initiatives.
- Drive continuous improvement in customer service and client satisfaction.
Required Qualifications
- Advanced healthcare degree such as MPharm, BPharm, PharmD, PhD, BDS, MDS, MBBS, or MD.
- 5–8 years of experience in Medical Information and/or the pharmaceutical industry.
- Experience working within a Medical Information Contact Center environment.
- Strong knowledge of Medical Information industry best practices.
- Understanding of US regulatory requirements related to Medical Information, adverse events, product complaints, and data privacy.
- Strong people leadership, communication, stakeholder management, and decision-making skills.
- Excellent project management and training program development skills.
- Ability to manage competing stakeholder needs while prioritizing patient safety and quality service delivery.
Preferred Qualifications
- 8+ years of experience in Medical Information management or pharmaceutical industry management.
- MPharm, PharmD, or equivalent preferred.
- Pharmacist license preferred.
- Experience with workforce management.
- Strong strategic, analytical, people management, project management, and time management skills.
- Experience with telephony, Medical Information databases, omnichannel/multichannel contact center systems, Microsoft Office, and project management platforms.
- Demonstrated ability to drive innovation, process improvement, and operational excellence.
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