Medical Information Specialist (Remote - PST)

About the position The Medical Information Specialist will serve as a specialized first point of contact for healthcare providers and, occasionally, patients or caregivers, addressing unsolicited medical inquiries through Global Medical Information. Respond using preapproved verbal and written responses, ensuring accuracy and compliance. Manage inbound and outbound communications via phone and email, leveraging approved scripts and clinical resources. Provide information appropriate to the individual's expertise, experience, and training. Independently identify inquiries that fall outside of standard responses or involve urgent questions, and escalate them to the appropriate Medical Information Manager. Maintain strict confidentiality at all times. Recognize and promptly report adverse events or product quality complaints to Global Patient Safety/Pharmacovigilance department. For inquiries not requiring escalation, complete all required documentation and close cases in accordance with established procedures. Manage HCP inquiries received by phone or email and provide outbound communications when required using approved scripts, standard response documents, and talking points in a timely manner Triage each verbal or written inquiry as on- or off-label and respond if inquiry is within the scope of the Global Medical Information (GMI) Contact Center; escalate inquiries without approved responses through Veeva MedInquiry to the appropriate Medical Information Manager Recognize and report adverse events and product complaints promptly to Global Patient Safety, recording events in Veeva MedInquiry and updating with follow-up information as needed Document all contacts, inquiries, adverse events, and associated product complaints in Veeva MedInquiry in accordance with SOPs and workflows Collaborate with Medical Information Managers, Medical Science Liaisons, and other Medical Affairs colleagues on projects such as training, resource development, and external collaborations with patient advocacy or professional organizations Participate in the development and review of resources to support HCP questions, including talking points and medical information letter summaries Identify training needs based on inquiry trends and partner with managers and Medical Excellence to design and execute training programs Develop or contribute to approved talking points and written responses based on questions received; evaluate existing templates for medical information documents and recommend revisions in collaboration with GMI managers Follow UT code of conduct, policies and procedures, standard operating procedures, and other business rules applicable to the Global Medical Information Contact Center Perform other duties or support special projects as directed by management

Responsibilities

• Serve as a specialized first point of contact for healthcare providers and, occasionally, patients or caregivers, addressing unsolicited medical inquiries through Global Medical Information.
• Respond using preapproved verbal and written responses, ensuring accuracy and compliance.
• Manage inbound and outbound communications via phone and email, leveraging approved scripts and clinical resources.
• Provide information appropriate to the individual's expertise, experience, and training.
• Independently identify inquiries that fall outside of standard responses or involve urgent questions, and escalate them to the appropriate Medical Information Manager.
• Maintain strict confidentiality at all times.
• Recognize and promptly report adverse events or product quality complaints to Global Patient Safety/Pharmacovigilance department.
• For inquiries not requiring escalation, complete all required documentation and close cases in accordance with established procedures.
• Manage HCP inquiries received by phone or email and provide outbound communications when required using approved scripts, standard response documents, and talking points in a timely manner
• Triage each verbal or written inquiry as on- or off-label and respond if inquiry is within the scope of the Global Medical Information (GMI) Contact Center; escalate inquiries without approved responses through Veeva MedInquiry to the appropriate Medical Information Manager
• Recognize and report adverse events and product complaints promptly to Global Patient Safety, recording events in Veeva MedInquiry and updating with follow-up information as needed
• Document all contacts, inquiries, adverse events, and associated product complaints in Veeva MedInquiry in accordance with SOPs and workflows
• Collaborate with Medical Information Managers, Medical Science Liaisons, and other Medical Affairs colleagues on projects such as training, resource development, and external collaborations with patient advocacy or professional organizations
• Participate in the development and review of resources to support HCP questions, including talking points and medical information letter summaries
• Identify training needs based on inquiry trends and partner with managers and Medical Excellence to design and execute training programs
• Develop or contribute to approved talking points and written responses based on questions received; evaluate existing templates for medical information documents and recommend revisions in collaboration with GMI managers
• Follow UT code of conduct, policies and procedures, standard operating procedures, and other business rules applicable to the Global Medical Information Contact Center
• Perform other duties or support special projects as directed by management

Requirements

• Bachelor’s Degree in nursing and Registered Nurse (RN)
• 5+ years of customer facing pharmaceutical industry experience (including medical information or field experience), hospital medical information experience, or hospital clinical experience
• RN - Registered Nurse - State Licensure and/or Compact State Licensure
• RN (MSN or higher)
• Working knowledge of medical terminology
• Awareness of regulations and guidelines related to Medical Information and Medical Affairs
• Excellent organizational skills
• Superb verbal and written communication skills with the ability to actively listen and understand inquiries
• Self-motivated and willing to learn new skills
• Demonstrated ability to work cross-functionally
• Ability to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner
• Ability to perform successfully under pressure while prioritizing and handling multiple projects or activities
• Ability to work weekends/holiday on call/as needed
• Ability to travel up to 10%
• Candidate must live in the Pacific Time Zone

Nice-to-haves

• 3+ years of hands-on clinical nursing experience in pulmonary hypertension and/or interstitial lung disease (critical care, pulmonology, cardiology) or in a PH coordinator role and 1+ years of medical writing experience
• Ability to understand metrics, including average speed to answers (ASA), call abandonment rate, first contact resolution (FCR) for efficiency, and customer satisfaction
• Clinical experience in pulmonary hypertension and/or PH-ILD and/or Interstitial lung disease

Benefits

• Eligible employees may participate in the Company’s comprehensive benefits suite of programs, including medical / dental / vision / prescription coverage, employee wellness resources, savings plans (401k and ESPP), paid time off & paid parental leave benefits, disability benefits, and more.
• For additional information on Company benefits, please visit https://www.unither.com/careers/benefits-and-amenities

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