MA/MI Content Management & System Specialist
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.
THE POSITION:
The management of Medical Affairs and Medical Information (MA/MI) content, systems, and data is critical to ensuring medical information resources remain accurate, compliant, accessible, and appropriately governed. Effective execution of these activities requires strong oversight of content classification, user administration, system support, reporting, and document governance processes.
As part of the MA/MI Operations team, the MA/MI Content Management & System Specialist is responsible for supporting Medical Information systems and content management operations for dedicated clients. The role oversees user management activities, access controls, content classification, metadata governance, system support, reporting, and procedural document management. The specialist works closely with internal stakeholders and support teams to ensure seamless system operations, maintain data quality and consistency, support audits and system releases, and ensure compliance with internal policies, quality standards, and applicable regulatory requirements.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
User Management Support
- Coordinate and support user onboarding and offboarding activities within Medical Information (MI) systems.
- Initiate and track training assignment requests for system users.
- Support updates and maintenance of training content.
- Perform user access management activities for MI systems and maintain the user management master file
- Monitor and resolve complaint and incident tickets raised by MI system users.
- Monitor Medical Information support mailboxes and Teams channels, responding to and resolving user requests and issues in a timely manner.
- Update data reports, Power BI dashboards, and maintain SharePoint lists for non-Med Source users
- Provide support to the team responsible for managing the Talent Share tool and associated training and learning activities.
- Liaise with internal support teams for interconnected systems and applications
- Support User Acceptance Testing (UAT) script development and functionality testing during MI system releases
- Provide support during audits.
- Support the governance, oversight, and management of classification processes for MI enquiries and MI documents.
- Support the oversight, planning, review, approval, and maintenance of procedural documents
Classification Support
- Perform metadata classification for Medical Information enquiry cases.
- Perform metadata classification for Medical Information response documents.
- Conduct periodic normalization, harmonization, and maintenance of classifications in alignment with approved lists and established classification standards.
Medical Affairs and Medical Information Project Management Support
- Support MA/MI leadership in developing and managing project plans for key initiatives
- Assist in the development and maintenance of project plans and related documentation
- Support the medical content development team in uploading materials into clients’ review and approval platforms, including supporting annotating, anchoring references, etc.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned.
Consistent with applicable disability, employment, and human rights laws in the jurisdictions in which EVERSANA operates, EVERSANA is committed to providing reasonable accommodations to qualified individuals with disabilities, unless providing such an accommodation would impose an undue hardship or disproportionate burden on EVERSANA. If reasonable accommodation is needed to perform the essential functions of your position, please contact Human Resources.
EXPECTATIONS OF THE JOB:
- Travel: In general, this position does not travel.
- Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
- Metrics: Maintain and contribute toward process improvement which positively impacts metrics associated with activities of the MLR Review process; metrics are subject to change annually or more often as deemed necessary.
- Customer Services: Maintain and improve customer services associated with the activity of the MLR review.
- Time Management: Complete MLR coordination responsibilities in a timely manner.
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
- Education: Graduates in any Life Sciences / Biomedical field.
- Must demonstrate excellent ability to communicate effectively in English, both orally and in writing.
- Experience and/or Training:
- A minimum of 2 years of experience in a healthcare agency, pharmaceutical company contact center, or an equivalent environment, with exposure to quality control processes
- Experience with use of Veeva Vault PromoMats / MedComms / CRM
- Experience in MLR Coordination
- Project management
- Time management
- Meeting management
- Excellent customer service skills.
- Technology/Equipment: Computer proficiency in Outlook and Microsoft Office Suite (Word, Excel, PowerPoint, and other Windows applications).
PREFERRED QUALIFICATIONS:
- Education: Graduates/Postgraduates in Pharmacy or Medicine preferred.
- Experience and/or Training
- Working knowledge of or familiarity with global healthcare compliance statutes and laws.
- Ability to perform assignments with a high degree of independence requiring extensive experience, skill, and knowledge
- Excellent computer skills including competency in presentation, word processing and spreadsheet software, utilizing MS Office Suite.
- Proven ability to manage multiple tasks, set priorities and meet deadlines
- Ability to manage cross-functional projects
- Familiar with laws and regulations regarding US drug / device advertising and promotion, including industry best practices
- Knowledge of medical terminology (preferred but not required).
- Must be quality-oriented and demonstrate consistent attention to detail.
- Must have the ability to follow established processes and procedures and the flexibility to adopt new practices and priorities as required.
- Positive Attitude and Energy - Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
- Communication Skills - Possesses the ability to develop and articulate ideas and information that generate understanding and create a climate that motivates and encourages others to participate.
- Innovator - Transforms creative ideas into original solutions that positively impact the company’s performance.
- Highly Principled - Proves to be a professional of unquestionable integrity, credibility, and character who demonstrates high moral and ethical behavior.
All your information will be kept confidential according to EEO guidelines.
Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.
From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.