Medical Information Call Center Associate

Medical Information Call Center Associate - United States (Remote)

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

We have an incredible opportunity for a Medical Information Call Center Associate to join ICON’s Full-Service Pharmacovigilance department. The Medical Information Call Center Associate (Also known as Pharmacovigilance Associate or PVA) will work in a Medical Call Center and is responsible for all medical information duties to support clients in compliance with applicable regulation, the company Standard Operation Procedures, and project- specific operational agreements. The PVA will be trained to handle inbound and outbound calls regarding various drug products and their respective quality complaints, adverse events, etc.

Location: United States (Remote)

What you will be doing:

• Respond and process medical information inquiries from healthcare professionals, consumers, regulators, and internal colleagues, including inquiries related to adverse events/reactions and product complaints for Clients’ product(s)
• Triage information received based on regulatory requirements and applicable SOPs ensuring adverse events, product complaints, and medical information queries are handled in a compliant manner
• Complete adverse event follow-up by phone or in writing
• Monitor and manage project-specific email accounts, incoming faxes, and telephone calls and handle preliminary triage of incoming information to determine classification, priorities, and timeframe for subsequent activities
• Enter information for medical information inquiries into medical information databases, tracking systems, and project-specific forms ensuing accurate data entry
• Maintain a library of responses to Frequently Asked Questions and Standard Response Letters
• Preparation of Standard Response Letters, including conducting literature search, article summary, etc.

Your profile:

• Healthcare Professional (Nurse, Doctor, Pharmacist, Dentist, etc.)
• 1 year of pharmacovigilance, drug safety, and/or medical information experience in a clinical research or pharmaceutical environment
• Call center, client facing, or customer service experience
• Detail-oriented and organized
• Excellent verbal and written communication skills
• Experience with Argus, LifeSphere, or another similar clinical trial or safety software/database (preferred)
• Ability to read, write, and speak Spanish (preferred)

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What ICON can offer you:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family’s needs.
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
• Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.
• Life assurance
• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply