Medical Information Specialist - Pharmacist

ProPharma Group; Canada; Hybrid; CAD 60,000 - 85,000; Full time

Job summary

ProPharma is seeking a Medical Information Specialist to join our Contact Center. You will respond to inquiries for medical and safety information, document adverse events, and ensure timely, compliant responses to pharmaceutical clients.

The role requires a Pharmacy degree, strong communication skills, and English proficiency. A mix of remote and in-office collaboration is supported, with expectations for quality and regulatory compliance.

Qualifications

• Pharmacy degree required.
• Excellent verbal and written communication skills with professional telephone etiquette and empathy.
• Ability to write clearly and grammatically in the role's target language.
• English language proficiency required.
• Working knowledge of medical terminology, pathophysiology, pharmacology, regulations and industry standards.
• Strong cognitive abilities including verbal reasoning and analytical thinking.
• Ability to multitask with tight deadlines and strong planning and organizational skills.
• Proactive with ability to identify problems and propose effective solutions.
• Willingness to learn, take instruction and apply to daily operations.
• Receptive to constructive feedback and able to take responsibility for work.
• Self-motivated with initiative and willingness to take on additional workload.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office and Adobe Acrobat; experience with document management systems.

Responsibilities

• Medical Information service delivery.
• Responds to unsolicited consumer, HCP and other external requests for medical and safety information via phone, email, letter, fax, and meetings.
• Provides labeled and unlabeled medical/safety information in line with regulatory requirements and SOPs.
• Accurately identifies, documents and reports adverse events and product complaints per regulations.
• Ensures tasks are completed within the deadlines in SOPs and WPs.
• Formulates accurate responses using approved labeling and literature; assists with writing custom responses.
• Logs all enquiries in the inquiry handling system promptly and accurately.
• Maintains quality, including QA checks on adverse events and complaints.
• Provides after-hours coverage on a rotated basis.
• Adheres to privacy policies and data protection regulations.
• Other duties as assigned by the Manager.

Skills

Communication skills

English language proficiency

Medical terminology knowledge

Analytical ability

Multitasking

Teamwork

Proactive problem solving

Education

Pharmacy degree

Tools

Microsoft Office

Adobe Acrobat

Document management system

Job description

For the past 25 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to‑end suite of fully customizable consulting solutions that de‑risk and accelerate our partners’ most high‑profile drug and device programs.

The Medical Information Specialist (MIS) position is part of the ProPharma Medical Information Contact Center and follows all corresponding regulations, industry standards, and client/internal policies regarding medical information and the collection and documentation of adverse events, special situation events, and product complaints.

Essential Functions Include:

• Medical Information service delivery
• Responds to unsolicited consumer, health care professional and other external customer requests for medical and safety information received via telephone, website/e-mail, letter, fax, and scientific meetings on behalf of ProPharma's pharmaceutical clients.
• Provides labeled and unlabeled medical/safety information responses in accordance with regulatory requirements, industry standards and client and ProPharma internal policies and practices.
• Accurately identifies, documents and reports adverse events, pregnancy reports, special situation events and product complaints in a clear and concise manner per government regulations, ProPharma Standard Operating Procedures (SOPs) and client Working Practices (WPs).
• Ensures tasks are completed within the deadlines documented in the agreed ProPharma SOPs and WPs.
• Formulates and provides accurate responses utilizing approved labeling and company standard responses, published literature and other data. Assists with writing custom medical information responses utilizing this data.
• Logging all enquiries handled in an accurate, comprehensive, and timely fashion into Inquiry Handling Systems.
• Maintains quality in all areas of the job, including performing quality checks on Adverse Events, Product Quality Complaints, correspondence, and enquiries logged into the Inquiry Handling Systems.
• Provides after‑hours coverage on a rotated basis subject to business requirements.
• Adheres to company and country‑specific privacy policies, ensuring any confidential information or personal data related to ProPharma and its clients is managed in accordance with Data Privacy regulations described in ProPharma SOPs and the Confidentiality Statement within the Contract of Employment.
• Complies with the Company’s health and safety policies.
• Other activities as assigned as delegated by the Manager.

Qualified candidates must have:

• Pharmacy degree
• Excellent verbal and written communication skills, including proofreading, professional telephone etiquette and empathetic customer service skills.
• Ability to write in a fluent and grammatically correct manner in the target language for the role
• English language proficiency.
• Working knowledge of medical terminology, pathophysiology, pharmacology, regulations and industry standards.
• Strong cognitive abilities, including verbal reasoning, critical thinking and analytical ability.
• Ability to multitask with attention to detail within restrictive timeframes, including sound planning, prioritizing and organizational skills.
• Proactive with demonstrative ability to independently identify problems and suggest effective solutions.
• Ability to learn, take instruction and apply to daily operations/tasks.
• Receptive to constructive feedback and able to take responsibility for work allocated.
• Self‑motivating. Ability to demonstrate initiative and internal drive. Willingness to seek out additional workload projects.
• Effectively work independently and as part of a team.
• Highly proficient in computer applications, including Microsoft Office software platforms and Adobe Acrobat, and experience using a document management system. Aptitude to learn other computer systems including inquiry handling database.

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.

Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.

ProPharma will never ask you for any bank account information, financial information, or another form of payment to be considered for a role. Additionally, the ProPharma talent acquisition team will only use their work email addresses ([e-mail]). If you receive recruiting communications from anyone with a yahoo.com, gmail.com, live.com, propharmagroupjobs.com, or any other email account, it’s likely a fraud.

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