By: Onkar
ProPharma Group is an industry leading, single source provider for regulatory compliance, pharmacovigilance, and medical information services across the full development lifecycle for pharmaceutical, biotechnology, and medical device companies. Operating around the world with offices in Australia, Canada, Germany, Japan, the Netherlands, Sweden, United Kingdom, and the United States, ProPharma Group’s fully integrated service offerings will provide clients with a comprehensive suite of global support services that are required to be competitive in today’s dynamic markets. We build successful long-term relationships with clients by providing leading industry knowledge, experience, and proven processes.
Job Summary: This Medical Information Manager position is responsible for:
• Independently developing and managing a team of Medical Information professionals to support the delivery of a high quality, efficient and cost effective Medical Information enquiry handling service on behalf of designated clients.
• Becoming involved in the full range of services, as delegated by the Senior Management.
Essential
Functions: Medical Information Service Delivery
• Managing a team providing a high quality and efficient medical information enquiry handling service.
• Being knowledgeable and complying with the specific Working Practices which have been agreed with designated clients as well as following processes which may be documented in Client Instructions/other documentation.
• Ultimately responsible for ensuring the team recognise adverse events and defective product reports and report these in strict compliance with agreed ProPharma Group SOPs and Working Practices.
• Ultimately responsible for ensuring the team efficiently log all enquiries handled in an accurate, comprehensive and timely fashion in to Enquiry Handling Systems.
• Communicating excellently with the Company’s clients as appropriate.
• Maintaining awareness of, and ensuring compliance with, the legal requirements and professional guidelines associated with the provision of medical information on behalf of the Pharmaceutical Industry.
• Ensuring the team identify and co-ordinate updates (including approving) of company-specific Working Practices/Client Instructions.
• Ensuring the team identify current level of workload within team and distribute work accordingly, by communicating effectively with team members.
• Ensuring the team hit the agreed deadlines and Key Performance Indicators (KPIs) documented in the agreed ProPharma Group SOPs and Working Practices. Maintaining an oversight of the team’s performance against the agreed KPIs and feeding back to the team on improvements needed or providing positive feedback as required.
• Attending daily management workload meetings and participating in the distribution of workload within the company.
• Assessing the team’s productivity, identifying areas for improvement and striving to improve this where feasible to enable the company to provide an efficient and cost effective service.
Business Development
• Participating in relevant client operational meetings as directed by Management.
• Producing management reports on a regular basis, detailing relevant activity in the team.
• Identifying any issues that could potentially impact services, and escalating any areas of concern within the business to Senior management, with potential corrective actions.
• Identifying potential business development opportunities and raising these with Senior Management.
Quality Assurance
• Ensuring the team maintain quality in all areas of the job, particularly reporting of Adverse Events, Product Quality Complaints and logging enquiries into the Enquiry Handling System.
• Taking responsibility for ensuring the data entered in the weekly reports is quality checked, by team members accurately and in a timely fashion.
• Taking responsibility for ensuring all Quality Assurance assessments are completed by the team within the schedule as designated by the Quality Assurance Team.
• Investigating service complaints and deviations, identifying corrective and preventative actions and implementing these within the team.
• Tracking and trending Complaints and Deviations with the support of the Quality Assurance Department. Feeding back to the team and striving to improve quality within the team.
• Leading and taking overall responsibility for designated client audits as directed by Management.
Personnel Management
• Independently conducting and planning for all personnel appraisals and reviews for relevant team members.
• Completing all personnel paperwork in line with ProPharma Group Policies.
• Leading performance/disciplinary meetings where appropriate.
• Acting as mentor to direct reports, providing guidance on professional and technical issues as well as support on non-standard enquiries.
• Being involved in coaching of staff for long-term professional development.
• Participating proactively in the induction and training of new members of staff.
• Liaising with senior management to promote team building and staff motivation.
• Involvement in the recruitment of new staff, as required.
• Planning comprehensively to ensure continuity of services with staff changes within a team e.g. maternity leave.
• Planning headcount requirements and tracking these against team workload to fully justify any necessary headcount increases.
• Developing comprehensive succession plan for designated team to enable the team to continue to be successful with company’s growth.
Training
• Identifying training needs of the team and liaising with the Training Department to ensure these are met.
• Supporting the induction and training of new members of staff.
• Supporting new members of staff through their Performance Indicators and Accreditations.
• Identifying further training sessions required at company or for management level.
Supporting the Overall Business
• Developing and improving processes, including updating any necessary documentation, training staff and communicating updates to relevant personnel as required.
• Ensuring that the team’s objectives are in line with working towards the agreed corporate goals.
• Striving to improve efficiency within the teams by assessing existing processes and suggesting improvements where possible.
• Involvement in bigger picture projects which aim to build on the commercial success of the business whilst maintaining the high quality of services, as designated by Senior Management.
• Considering decisions in a business focussed manner ensuring that they are as cost effective and efficient as possible.
General
• Acting as a role model for members of the team.
• Acting in a positive and professional manner at all times.
• Taking responsibility for other medical information tasks or functions within the Company as delegated by Senior Manager.
• Deputising for Senior Manager as necessary.
• Having an excellent working knowledge of, and to comply with, the Standard Operating Procedures of ProPharma Group.
• Complying with the Company’s health and safety policies.
• Ensuring the Confidentiality Statement within the Contract of Employment is adhered to at all times in respect of the data and property of ProPharma Group, its clients and employees of the business.
• Ensuring that any confidential information or personal data related to ProPharma Group and its clients is managed in accordance with Data Privacy regulations as described in ProPharma Group SOPs.
• Other duties as assigned.
Necessary Skills and Abilities:
· A sound knowledge of medical information services and healthcare provision systems in the relevant region, together with the regulations codes and guidelines relevant to their provision.
· Sound understanding of the pharmaceutical industry.
· Able to understand, analyse and communicate pharmacological and medical issues concerning a broad range of pharmaceutical products.
· Able to work within a team in a positive, open and professional manner at all times. Also able to work effectively with colleagues in other departments.
· Capable of resolving conflict in a constructive manner.
· Able to motivate the team to increase productivity and to maintain steady workforce.
· Excellent written and oral communication skills and computer literacy including communication with management regarding discrepancies/concerns.
· Excellent planning, prioritising and organisational skills, showing responsibility for meeting deadlines of own and team’s workload. This also includes preparing in advance for meetings.
· Excellent accuracy and attention to detail.
· Enthusiasm and attitude to operate effectively within an environment that recognizes and maximizes the commercial opportunities without compromising medical information professionalism, scientific rigor and medical ethics.
· Able to delegate to encourage development of junior staff and able to follow up on delegated tasks.
· Able to work in a collaborative manner with colleagues in other departments to achieve Company goals.
· Proven ability to independently manage an efficient medical information team.
Educational Requirements:
A degree in a life science, pharmacy or equivalent.
Experience Requirements:
· Track record of success as a manager, with at least two years prior Medical Information experience or equivalent.
· Previous mentoring and/or supervisory experience.
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