Medical Information Specialist - Team Lead (Licensed)
On-siteManila, Metro Manila, Philippines
Job Summary
Lead call center staff to ensure prompt, accurate responses via all communication channels and serve as the intermediary between supervisors and communicators. Investigate inquiries and complaints, handle escalations, and report system failures to leadership. Conduct quality monitoring, provide coaching to promote operational excellence, and accurately document adverse events, product quality complaints, and medical information requests per FDA and client requirements. Converse empathetically with callers to facilitate understanding of medical terminology while maintaining strict confidentiality under HIPAA and Philippine data privacy laws. Monitor team performance trends to identify coaching opportunities and assist with onboarding and mentoring new members. Work flexible schedules supporting U.S. business operations, including evenings, overnight shifts, weekends, and holidays.
Required Qualifications
- Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board (e.g., Board of Nursing or Board of Pharmacy), as required by the client program.
- Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience preferred.
- 2+ years of successful experience training or in a leadership role within contact center operations preferred.
- Excellent verbal, written and listening communication skills.
- Outstanding customer service, communication, and interpersonal skills.
- Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies.
- General understanding of contact center management systems and workforce management tools.
- Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.
- Ability to train, coach, motivate, and mentor team members.
- Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.
- Ability to lift, carry and otherwise move up to 25 pounds
- Ability to sit, stand or walk for various lengths of time throughout the day
- Ability to communicate effectively with clients and co-workers
- Ability to effectively operate computers, telephony systems, standard office equipment, and business applications.
- Ability to work remotely in a secure work environment and, where required, travel for business purposes.
Desired Qualifications
- Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred.
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