Medical Information Call Center Jobs (NOW HIRING)

Overview
A global biopharmaceutical company on a mission to Solve On, Incyte follows science to find solutions for patients with unmet medical needs. Through the discovery, development, and commercialization of proprietary therapeutics, Incyte has established a portfolio of first-in-class medicines for patients and a strong pipeline of products in Hematology, Oncology and Inflammation and Autoimmunity
Headquartered in Wilmington, Delaware, Incyte has operations in North America, Europe, and Asia.
Job Summary (Primary function)
The Manager, Medical Information Call Center (MICC) is responsible for responding to inbound medical inquiries in the United States from Health Care Professionals (HCPs), patients, and caregivers. The position will also be responsible for the intake and handling of adverse events (AEs) and product quality complaints (PQCs) related to marketed products, as well as development of scientific materials used to address customer inquiries. This role will also provide support for vendor management, MICC system, and insight generation activities.
Essential Functions of the Job (Key responsibilities)
• Comply with all guidelines, policies, legal, regulatory, and compliance requirements
• Provide timely, accurate, thorough, and balanced responses to unsolicited customer requests for medical information, consistent with company and regulatory guidelines
• Identify, capture, and process AEs and PCs in accordance with company guidance documents
• Demonstrate ongoing scientific and business expertise relevant to therapeutic areas, including products, disease state management, emerging therapies, and the competitive landscape
• Provide medical information support at medical meetings and other key scientific engagements, as assigned
• Generate, compile, and present routine customer insights, metrics, and reports with internal partners to support operational decision-making
• Collaborate with the MICC Lead, Medical Information Content Development Team (MICD) and relevant cross-functional partners to develop and maintain written scientific materials, including custom responses, standard responses, and Q&As
• Support management of day-to-day call center operations, including maintenance of standard operating procedures (SOPs), third-party call center vendor oversight, workload prioritization, and inspection/audit readiness activities
• In collaboration with cross-functional partners including Market Access, Quality Assurance, and Pharmacovigilance, create, refine, and implement call center workflows and process improvements to support compliance, audit readiness, and service excellence
• Lead AI-related initiatives within the MICC to assess, refine, and optimize AI functionality, drive improvements in workflow efficiency and overall operational effectiveness
• Identify and communicate MICC best practices with Global colleagues.
• Collaborate with the MICC Lead, IT, and cross-functional partners to support the optimization of Veeva MedInquiry and associated platforms, ensuring timely implementation of system releases and continuous workflow improvements
• Support AD hoc MICC-related projects, as identified by the MICC lead
Qualifications (Minimal acceptable level of education, work experience, and competency)
• Healthcare Professional (PharmD, MD, RPh, PhD in related field) with experience working in a Medical Information/Medical Affairs capacity for a pharmaceutical or medical device company, or equivalent clinical experience, is required
• Experience creating scientific content, including MIRLs, is strongly preferred
• Knowledge of FDA regulations regarding the dissemination of Medical Information, drug promotion, and adverse events and product quality complaints reporting, is required
• Ability to query scientific literature (via PubMed, Embase, Scopus, etc.) and identify and summarize pertinent findings is required
• Excellent oral and written communication skills are required
• Excellent project management skills, including the ability to plan, prioritize, and execute multiple projects are required
• Experience in using a medical inquiry database (e.g. Veeva MedInquiry), is desired
• Experience in oncology, hematology, dermatology, or immunology is strongly preferred
Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required.
Incyte Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer.
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