Job Description

Provides technical and medical information, and/or performs intake of adverse events/ product 
complaints with quality customer servce. Analyzes and researches inquiries and documents interactions 
according to organizational, client and regulatory guidelines. The information provided will be given to a 
level in parallel with the individual’s expertise, experience and training.
Essential Functions and Other Job Information: 
Essential 
Functions
• Responds accurately and professionally to technical and medical information 
inquiries received via phone, email, internet or mail in reference to 
pharmaceutical or device products. Processes fulfillments and provides clinical 
trial information or after-hours on call support. 
• Analyzes caller’s questions to formulate an accurate and concise response 
using client-approved resources and records inquiries and interactions in the 
appropriate databases following organizational, client and regulatory 
guidelines.
• Identifies, records and triages adverse events and product complaints 
according to organizational, client and regulatory guidelines and provides 
additional support (including follow up) as needed. 
• Maintains knowledge of project and corporate policies and procedures 
including client products, SOPs, protocols, GCPs, and all applicable regulatory 
requirements.
• Works with internal and external client contacts to resolve inquiries. As 
needed, researches medical literature and drafts responses for such inquiries. 
• Provides administrative support as needed.