Job Description
Provides technical and medical information, and/or performs intake of adverse events/ product
complaints with quality customer servce. Analyzes and researches inquiries and documents interactions
according to organizational, client and regulatory guidelines. The information provided will be given to a
level in parallel with the individual's expertise, experience and training.
Essential Functions and Other Job Information:
Essential
Functions
• Responds accurately and professionally to technical and medical information
inquiries received via phone, email, internet or mail in reference to
pharmaceutical or device products. Processes fulfillments and provides clinical
trial information or after-hours on call support.
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• Analyzes caller's questions to formulate an accurate and concise response
using client-approved resources and records inquiries and interactions in the
appropriate databases following organizational, client and regulatory
guidelines.
• Identifies, records and triages adverse events and product complaints
according to organizational, client and regulatory guidelines and provides
additional support (including follow up) as needed.
• Maintains knowledge of project and corporate policies and procedures
including client products, SOPs, protocols, GCPs, and all applicable regulatory
requirements.
• Works with internal and external client contacts to resolve inquiries. As
needed, researches medical literature and drafts responses for such inquiries.
• Provides administrative support as needed.