Information Specialist

For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. As the world’s largest RCO (Research Consulting Organization), ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.

Perform intake of health and safety calls, provide product safety information to consumers, end users and health care professionals and escalate calls to other staff or on-duty toxicologist as outlined in notification guidelines. Record complete and accurate documentation of health and safety calls in safety database. Maintain distinctive quality and commitment as the operating philosophy in carrying out all processes. Continually seek out ways to enhance customer service experience both internally and externally.

Essential Functions Include:
• Answer the telephone at the Health and Safety Call Center.
• Handle calls involving both animals and humans.
• Obtain demographic data on callers.
• Document adverse event and information calls for manufacturers.
• Follow up with callers to assure there are no further health concerns.
• Determine if a call involves a product or a situation that requires escalation.
• Escalate calls to other staff as appropriate.
• Discuss health and safety concerns with consumers, workers, and health care professionals.
• Respond with appropriate first-aid information based on client specifications without providing caller specific diagnostic or treatment advice.
• Notify Lead Toxicologist about cases as outlined in the notification guidelines.
• Watch for trends involving new products or new issues with existing products.
• Stay up to date on continuing education requirements.
• Other duties as assigned.

Qualified candidates must have:
• Required: EMT, Paramedic, Veterinary Technician, or equivalent or student working towards advanced medical degree.
• Preferred: Current license or certification appropriate with degree.
• Basic computer knowledge and computer keyboarding skills.
• Professional telephone etiquette; active listening and pleasant speaking voice.
• Able to translate complex medical information to consumers and health care professionals.
• Excellent internal and external customer service skills.
• Strong verbal, written and interpersonal communication skills.
• Strong organization and prioritization skills; with strong attention to detail.
• Ability to work well independently and within a team environment.
• Able to work rotating schedule, some weekends and holidays.

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