Provide phone support to health care professionals and patients, involving receipt and tracking of medical inquiries, adverse events, product quality complaints, and other types of calls as required. This does not include commercial sales support except managing medical information requests forwarded by the sales representative on behalf of an HCP.
- Document AE/PC/MI as per the call/email type in structured AE/PC forms and share it with Safety team for further processing. Use Medical knowledge while deciding off label uses and other such Adverse events.
- Receive and document incoming telephone calls, faxes or emails from various sources including investigative sites.
- Establish and maintain effective team communications i.e. provide regular feedback to the local management team on project metrics, out of scope work challenges/issues and successes.
- Depending on your experience, some roles will require you to provide leadership training and mentoring for less experienced team members of staff and assist managers with appropriate allocation of resource.
- Build a positive, collaborative team environment with other Lifecycle safety team members.
- Willing to work night shifts, if required by the project, to support global regions including the US, Canada, EU, and India. Shift schedules may fall within a 24/7 support model, including weekends. A five-day workweek is mandatory with two days off.
- Participate in training across Lifecycle safety service offerings, participate in working groups as applicable in implementation of new initiatives and identification and implementation of process efficiencies.
Qualifications
3–5 years of experience in MI, Adverse Event, or Product Complaint contact centersThis is a 24/7 project, and should be open to work in rotational shift timings
- High School Diploma or equivalent Scientific or healthcare discipline or allied life sciences Req
- Bachelor's degree in life sciences or related field and up to 3 years of relevant experience, inclusive of up to 1 year of Pharmacovigilance experience. Req
- or equivalent combination of education, training and experience. Pref
- Good knowledge of medical terminology. Intermediate
- Working knowledge of applicable Safety Database and any other internal/Client applications. Intermediate
- Knowledge of applicable global, regional, local clinical research regulatory requirements. Intermediate
- Excellent attention to detail and accuracy. Intermediate
- maintain high quality standards. Intermediate
- Good working knowledge of Microsoft Office and web-based applications. Intermediate
- Strong organizational skills and time management skills. Intermediate
- Strong verbal/written communication skills. Intermediate
- Self-motivated and flexible. Intermediate
- Ability to follow instructions/guidelines, utilize initiative and work independently. Intermediate
- Ability to multi-task, meet strict deadlines, manage competing priorities and changing demands. Intermediate
- Ability to delegate to less experienced team members. Intermediate
- Ability to be flexible and receptive to changing process demands. Intermediate
- Willingness and aptitude to learn new skills across Safety service lines. Intermediate
- Ability to establish and maintain effective communication and working relationships with coworkers, managers and clients. Intermediate
- Ability to work as a Team Player, contribute and work towards achieving Team goals. Intermediate
- Ensure quality of deliverables according to the agreed terms. Intermediate
- Demonstration of IQVIA core values while doing daily tasks Advanced
- Extensive use of telephone and face-to-face communication requiring accurate perception of speech. Intermediate
- Regular sitting for extended periods of time. Intermediate
- May require occasional travel. Intermediate
- Flexibility to operate in shifts. Intermediate
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
