Medical Information Specialist III

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.
• Understands the organization’s objectives and position within a global context.
• Builds effective networks and relationships to improve collaboration and outcomes.
• Demonstrates proactive problem-solving and anticipates business needs.
• Seeks opportunities for growth and continuous professional development.
• Acts as a resource and mentor for less experienced team members where appropriate.

Requirements & Qualifications:

• Current registration and good standing with the Professional Regulation Commission (PRC) and the Philippine Board of Pharmacy as a licensed Pharmacist.
• Bachelor of Pharmacy (BPharm), Doctor of Pharmacy (PharmD), or equivalent recognized pharmacy qualification.
• Knowledge of United States healthcare systems, medicines regulation, and pharmacovigilance requirements preferred.
• Experience in Medical Information, Pharmacovigilance, Patient Support Programs, healthcare call centers, or related pharmaceutical industry roles preferred.
• Excellent verbal, written, and listening communication skills.
• Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies.
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.
• Strong analytical, problem-solving, and organisational skills.

Physical Requirements:

• Ability to lift, carry and otherwise move up to 25 pounds
• Ability to sit, stand or walk for various lengths of time throughout the day
• Ability to communicate effectively with clients and co-workers
• Ability to proficiently operate computer hardware and software on a daily basis

• Ability to effectively operate computers, telephony systems, standard office equipment, and business applications.
• Ability to maintain a secure remote work environment and comply with company information security requirements. 
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required. 

Job Levels:

• N/A or Not Listed

Our Leadership Commitments:

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Employment Equity

Inizio Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.

Reasonable Accommodation

Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. Accommodation requests will be considered on a case-by-case basis.

Don't meet every job requirement? That's okay! Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.