Job Description

Job Purpose/Overview:

Represent clients across a variety of programs through inbound and outbound communications, including but not limited to: pre-screening potential volunteers for clinical or medical research trials; triaging inquiries to appropriate personnel; documenting product quality complaints; supporting direct-to-consumer (DTC) and patient support programs; providing medical information for pharmaceutical and medical device products; delivering first-level technical support; enrolling participants in educational programs; and collecting demographic and disposition information for product, sample, and literature fulfilment.

Job Duties & Responsibilities:

• Maintain high-quality standards across all client programs by adhering to approved scripts, procedures, and program guidelines.
• Accurately collect, document, and maintain required information within designated client and company systems.
• Document and/or triage Medical Information Requests, Adverse Events, and Product Quality Complaints in compliance with Inizio policies, client requirements, applicable U.S. regulatory requirements (including FDA requirements where applicable), and applicable Philippine laws.
• Complete literature and product fulfillment activities, where applicable.
• Communicate professionally and empathetically with healthcare professionals, patients, caregivers, and consumers while explaining medical terminology as appropriate.
• Manage multiple programs and priorities while maintaining accuracy and productivity.
• Comply with all company policies, Standard Operating Procedures (SOPs), quality standards, and security requirements.
• Support administrative and other business-related activities as assigned.
• Safeguard confidential and sensitive information by complying with client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012, and all applicable pharmacovigilance, medical information, and product complaint reporting requirements.
• Perform other duties as assigned consistent with the nature and level of the position.

Requirements & Qualifications:

• Bachelor's degree from an accredited college or university, or equivalent combination of education and relevant work experience.
• Excellent verbal and written English communication skills, including the ability to communicate clearly and professionally with healthcare professionals, patients, caregivers, and consumers.
• Proficiency using Microsoft Office applications, web-based systems, and data entry platforms.
• Ability to navigate multiple software applications while managing customer interactions.
• Pleasant telephone manner.
• Familiarity with U.S. FDA regulations and healthcare industry requirements preferred.
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.
• Knowledge of United States healthcare systems, medicines regulation, and pharmacovigilance requirements preferred.
• Experience in Medical Information, Pharmacovigilance, Patient Support Programs, healthcare call centers, or related pharmaceutical industry roles preferred.

Leadership Responsibilities

• Understands how own contribution contributes to results
• Understands what the organization delivers and our position within a global context
• Builds a network of useful contacts to help get things done more efficiently
• Is proactive and anticipatory with solutions to problems in the business
• Seeks to stretch own capability, willing to operate outside of comfort zone

Physical Requirements:

• 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 proficiently operate computer hardware and software on a daily basis
• 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.

Job Levels:

• N/A or Not Listed

Our Leadership Commitments:

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Equal Employment Opportunity

Inizio Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.

Workplace Accommodation

Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. Accommodation requests will be considered on a case-by-case basis.