Medical Information Specialist Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Medical Information Specialist Lead based in Canada. This role offers the opportunity to lead medical information activities supporting healthcare-focused programs in a remote environment. You will help ensure high-quality handling of medical inquiries, adverse events, and product quality complaints across multiple communication channels. The position combines team leadership, medical information expertise, regulatory compliance, and exceptional customer communication. You will guide and support colleagues while ensuring accurate documentation, appropriate triage, and adherence to established procedures. The role requires strong organization and attention to detail while managing multiple projects and priorities simultaneously. You will also contribute to a patient-focused experience by communicating complex medical information clearly, accurately, and empathetically.

Maintain high-quality standards across assigned programs by following approved scripts, guidelines, policies, and standard operating procedures while ensuring information is collected and documented accurately. Lead and guide team members, providing support and direction to help maintain consistent service quality and effective program delivery. Accurately document and appropriately triage Medical Information Requests, Adverse Events, and Product Quality Complaints in accordance with applicable organizational, client, and federal requirements across phone, email, and other contact channels. Complete literature fulfillment requests and ensure customers receive appropriate information in a timely and accurate manner. Communicate with callers and other stakeholders professionally and empathetically, helping them understand medical terminology and information when required. Maintain strong tele-management and communication practices while ensuring a positive and professional customer experience. Manage multiple projects and priorities effectively, demonstrating strong organization, flexibility, and time management. Perform administrative and non-telecommunication activities as required to support departmental efficiency and maximize team capacity. Protect patient privacy and confidential information by following applicable privacy and security requirements. Requirements High school diploma is required, with a bachelor’s degree or equivalent relevant professional experience preferred. Previous experience in medical information, healthcare, customer service, case management, pharmaceutical, biotechnology, or a related environment is advantageous. Demonstrated ability to lead, guide, or support colleagues effectively, with the confidence to provide direction and maintain quality standards. Excellent verbal, written, and active listening skills, combined with a professional and empathetic telephone manner. Strong attention to detail and accuracy when reviewing intake documentation, entering information into databases, and maintaining records. Proficiency with Microsoft Word and Excel, along with confidence using computer systems, keyboards, mice, databases, and other digital tools. Strong analytical thinking, problem-solving, and decision-making abilities, particularly when handling sensitive or complex information. Ability to multitask effectively and manage several projects or priorities in parallel while maintaining high standards of quality and timeliness. Strong organizational and time-management skills, with the ability to work independently while collaborating effectively with a broader team. Ability to participate reliably in frequent virtual meetings and calls without disruption. Commitment to confidentiality, regulatory compliance, patient privacy, and adherence to established procedures and guidelines. Benefits Competitive salary range of $59,000–$60,000 CAD annually. Health benefits available from the first day of employment. Paid break between Christmas and New Year’s. Length of Service Awards recognizing employee tenure. Quarterly Star Awards recognizing outstanding performance. Annual Circle of Excellence Awards. Employee referral bonus program. Access to a library of online training and professional development courses. Remote working environment with opportunities to collaborate across healthcare-focused programs. Opportunity to develop leadership, medical information, compliance, and customer engagement expertise within a global healthcare environment.

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