Medical Information Specialist - Team Lead
I
Inizio EngageMedical Information
Location: Manila, Philippines, US business hours including evenings, overnight shifts, weekends, and holidaysFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years of successful experience training or in a leadership role within contact center operations preferred
- Required Skills
- Microsoft OfficeCoaching
Requirements
- Current registration and good standing with the Philippine Professional Regulation Commission (PRC) (e.g., Board of Nursing or Board of Pharmacy).
- Bachelor's degree or equivalent combination of education and relevant experience.
- 2+ years of successful experience training or in a leadership role within contact center operations preferred.
- Demonstrated proficiency in spoken and written English for professional communication.
- Excellent verbal, written, and listening communication skills.
- Outstanding customer service and interpersonal skills.
- Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Teams) and contact center technologies.
- General understanding of contact center management systems and workforce management tools.
- Knowledge of U.S. healthcare systems, medicines regulation, pharmacovigilance, and healthcare compliance preferred.
- Ability and willingness to work schedules supporting U.S. business operations, including nights, weekends, and holidays.
- Ability to work remotely in a secure work environment.
Responsibilities
- Maintain quality and productivity standards while adhering to project scripts and guidelines.
- Collect and document information accurately in project databases.
- Conduct quality monitoring and provide coaching to team members to promote operational excellence.
- Identify, document, and escalate Adverse Events, Product Quality Complaints, and Medical Information Requests according to FDA and client requirements.
- Support administrative and business-related duties to meet operational needs.
- Monitor performance trends and partner with the Call Center Supervisor on development initiatives.
- Assist with the onboarding, training, and mentoring of new team members.
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