Medical Information Contact Center (MICC) Lead

Sitero is an emerging leader in Clinical services and software solutions for the life sciences industry. We have experience and expertise in a diverse range of therapeutic areas and focus on innovative, technology-enabled solutions that allow our clients to focus on their core strengths. For early phase studies through Phase III clinical trials, our experienced team delivers high-touch services and technology to ensure the safety of all stakeholders across the clinical research community with an emphasis on ethics, compliance, and innovation.

Job Title:

Location:

Function:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receive, document, and respond to inbound and outbound calls for Adverse Events (AEs), Product Complaints (PCs) and Medical Inquiries (MIs) and non-standard inquires in accordance with global/local procedures.
• Handle spontaneous and solicited reports, including identification and triage of potential Adverse Events, Product Complaints / Medical Device complaints, legal complaints, product information, Medication errors and Special case scenarios in line with pharmacovigilance and quality procedures.
• Provide accurate, non-promotional, evidence-based medical information on company products (approved indications, safety, dosing, etc.).
• Follow-up directly with patients/consumers and health care professionals regarding MI/PC/AEs queries, or as per SOPs.
• Able to generate follow-up letters and adequate information for product complaints, Adverse Event Monitoring (AEM) forms.
• Ensure proper documentation of inquiries, responses, and follow-up in the medical information database (MI system/CRM).
• Maintain up-to-date knowledge of company products, therapeutic areas, and applicable regulatory guidelines.
• Contribute to the development and review of standard response documents (SRDs), FAQs, and other medical information resources.
• Ensure high-quality customer service by maintaining professionalism, empathy, and compliance in all interactions.
• Participate in training, calibration sessions, and quality monitoring initiatives to support continuous improvement.

EDUCATION AND EXPERIENCE REQUIRED:

• 5-7 years of experience in handling MICC activities.
• Degree in Life Sciences, Pharmacy, Nursing, Medicine, or related field (PharmD, MBBS, MSc preferred).
• Experience in medical information, pharmacovigilance, or call center/customer service within the pharmaceutical/healthcare industry desirable.
• Strong knowledge of medical terminology, pharmacology, and regulatory environment.
• Excellent communication skills (verbal and written) with ability to tailor responses to varied audiences.
• Proficiency with medical databases, CRM systems, and Microsoft Office applications.
• Strong attention to detail, organizational skills, and ability to work in a fast-paced environment.
• Multilingual skills (if applicable) considered an asset.

COMPENSATION & BENEFITS:

Sitero proudly offers an impressive compensation package and benefits, including a competitive salary, Variable pay, paid time off, and healthcare and retirement benefits.

EMPLOYMENT TYPE:

Full Time, Permanent

COMMITMENTS:

• Standard Hours 40 hours per week, one hour lunch, Monday Friday. Additional hours as needed.
• Willing to work in shifts as and when needed.

DISCLAIMER:

Sitero is an equal opportunity employer and welcomes all job applicants. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.