Medical Information Specialist III - (Remote)

Join Inizio during an exciting period of growth as we expand our global Medical Information and Contact Centre teams. We are building high-performing teams across APAC and South Africa to support leading global healthcare organizations. If you're looking for the opportunity to grow your career, work remotely, collaborate with talented colleagues around the world, and make a meaningful impact on patient and customer experiences, we'd love to hear from you.

Job Purpose/Overview

A frontline specialist responsible for delivering virtual or telephonic support to customers, patients, healthcare professionals, and other stakeholders in a robust clinical dialogue. The Medical Information Specialist III serves as a subject matter expert and primary resource for providing complex drug and medical device information, while ensuring compliance with United States healthcare regulations, pharmacovigilance requirements, and company procedures.

Job Duties & Responsibilities

• Maintain excellent quality and productivity standards for all client programs and adhere to program scripts, guidelines, and Standard Operating Procedures.
• Completely and accurately identify, address, document, and escalate Information Requests, Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information in accordance with FDA requirements, client procedures, and company policies.
• Conduct study compliance calls to volunteers enrolled in clinical and medical research trials where applicable.
• Enroll participants in educational seminars and support programs.
• Provide patient support to individuals enrolled in Patient Support Programs.
• Collect demographic data and disposition information for product, sample, and literature fulfillment activities.
• Accurately collect and document program-specific information within designated databases and systems.
• Provide high-quality responses to complex medical information inquiries using approved resources and reference materials.
• Exhibit effective communication, customer service, and telephone support skills.
• Communicate with callers in an empathetic and professional manner while explaining complex medical terminology in a clear and understandable way, where appropriate.
• Demonstrate flexibility by supporting administrative and other business-related duties as required to meet operational needs.
• Adhere to all company policies, Standard Operating Procedures, compliance requirements, and quality standards.
• Maintain knowledge of current FDA regulations, pharmacovigilance requirements, medicines regulation, and applicable healthcare compliance standards.
• Participate in quality monitoring, audits, inspections, and continuous improvement initiatives as required.
• Safeguard patient privacy and confidentiality in accordance with the Health Insurance Portability and Accountability Act (HIPAA), Philippine Data Privacy Act of 2012 (Republic Act No. 10173), and company information security policies.
• Conduct all activities in compliance with applicable U.S. FDA requirements, HIPAA Privacy and Security Rules, applicable Philippine regulations, client requirements, and company Standard Operating Procedures.
• Maintain a secure and confidential remote-working environment with reliable internet connectivity and appropriate business continuity arrangements.
• Possess effective organizational skills, including the ability to manage multiple priorities and projects simultaneously.

Leadership Responsibilities

• Understands how individual contributions impact team and business results.