Registered Nurse, Medical Vigilance

SUBFUNCTION DEFINITION: The Medical Vigilance Solutions (MVS) Medical Information Contact Center Agent is responsible for responding to unsolicited requests for medical information from health care professionals and consumers in a contact center setting. The Contact Center Agent is responsible for the intake, handling, and documentation of medical information inquiries, adverse events, and product quality complaints following all applicable MVS and client-specific procedures and regulations to ensure quality and compliance.

CCHMC SALARY GRADE:11

REPRESENTATIVE RESPONSIBILITIES

Key Responsibilities:

• Utilize approved information sources when responding to medical information inquiries regarding marketed and/or investigational pharmaceutical products.

• Properly identify any adverse events or product complaints reported by the inquirer and collect the necessary information.

• Deliver responses that are appropriate for the type of contact (e.g. consumer or health care professional) and free of unapproved medical advice or opinion.

• Provide professional and courteous customer support acting as an agent of the client.

• Appropriately control calls through active listening, asking clarifying questions, and addressing all of the caller's questions, comments, and requests.

• Accurately and compliantly document and process all calls within the Medical Information database, including contact information, questions, comments, responses provided, and any need for further action or escalation.

• Conduct shift review of peer's case documentation as part of the quality monitoring program.

• Maintain knowledge of MVS contact center procedures and client products and therapeutic areas by staying up-to-date on departmental and client-specific training.

EDUCATION/EXPERIENCE

Required:

• Associate/Diploma prepared RNs from ACEN, CCNE or NLN CNEA accredited instution with 2 yr. exp.

• If hired as an external candidate without BSN or MSN, must enroll in a BSN or MSN program within 1 year of hire date and complete program within 5 years of hire date

• Active Ohio RN License. May be required to obtain other state licensure.

• H-1B visa sponsorship is not available

Preferred:

• BSN from ACEN, CCNE or NLN CNEA accredited institution or MSN