Medical Product Specialist III

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  

Job Description

THE POSITION:
The Medical Product Specialist III will provide dedicated specialized support to patients, caregivers, physicians, and client personnel for activities related to client’s products, product literature, clinical trials, identification and reporting of adverse events, technical and product complaints, eligibility into programs, website navigation, quality and reporting through our patient services contact support center.

Pay: $20.00/hr

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Mastery of all assigned medical products, identification and reporting of adverse events and technical product complaints, systems and website navigation, data intake, processing, and phone support.
• Responding to inquiries from customers, sales representatives and business partners, and follow up on requests in a timely, courteous and professional manner. Maintain positive attitude and a helpful approach to customers and clients.
• Serving as a subject matter expert, provide leadership support according to business rules of assigned program.
• Completing assigned case work, investigations and answer questions regarding medical products, instructions for use, product replacements, clinical trials, insurance benefits, and facilitate enrollment into support programs, literature requests, and responses to emails and postal mail.  
• Placing outbound calls to customers for additional information.
• Meeting all client required service level commitments with quality and excellence.
• Handling other tasks and projects as assigned including but not limited to client inquiries, escalations, exceptions, management mailbox, postal mail, reconciliation reports, and workforce functions.
• Supporting all other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB:

• Learn, understand, and follow all company and client policies and procedures.
• Accept being accountable and responsible in work practices and expectations. Delivers what is promised.
• Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
• Use innovative critical and creative thinking to evaluate and solve work and customer issues.
• Seek assistance in solving work problems through collaboration and information seeking.

Personal Accountability

• Attendance – Excellent attendance is a key success driver for this role.
• Compliance Wire Online Training – at least 90% on-time completion
• Professional, positive, ethical, and responsible behavior
• Collaboration, proactive, and effective communication
• Ability to self-manage, multitask and problem solve
• Proficient computer skills
• Demonstrate cultural beliefs
• Agents who regularly perform at or above the targeted performance levels will be eligible for remote work opportunities with the following considerations
• Supervisor approval
• Proof of HIPAA compliant workspace
• Proof of secure internet connectivity with sufficient bandwidth to successfully conduct the role activities
• Maintain in office per