Medical Information Operations Manager

Job Title: Medical Information Operations Manager
Contract Type: Contract
Location: Surrey
Salary: £20 - £22 per hour
Start Date: Feb 2017
Reference: 68532-PHARM-JHY
Contact Name: James Harvey
Contact Email:
Job Published: January 19, 2017 14:40

Job Description

Job title: Medical Information Operations Manager
Job type: Initial 12 months + potential extensions
Location: Surrey, South East England, UK
Pay rate: £20 - £22/hour


*The Operations Manager is responsible for the day to day operations of the
in-house Medical Information (MI) contact centre team including the
management of the Medical Information Associates (MIA) and Medical
Information Officers(MIO) across the European region
*The Operations Manager is responsible for maintaining the frontline
services within their European regional remit in accordance with company
Medical Information policies and procedures and the local market regulations
*They will have management oversight and supervision responsibilities for up
to 10 direct reports


*Work to ensure the MI contact centres are working in a customer focused
manner to provide timely, accurate, and balanced information in response to
requests for information about company products
*Manage staff scheduling across all responsible markets and time zones, IT
and phone systems and work allocation, with support from the MCI Systems
Manager, to ensure effective and efficient provision of MI service
*Lead and develop MIA/MIO team; responsible for team motivation, setting
goals and communicating MI vision, rewarding and recognizing excellent
work, and team deliverables including service levels and productivity
*Maintain strong knowledge of company Medical Information policy and
processes to ensure compliance across the team
*Oversee the day to day operations such as workflow processes, available
resources, and liaise with the MCI as required
*In collaboration with the MCI Systems Manager provide operational metrics
to the MCI with analysis and proposed actions/strategy as required to
ensure provision of service to external customers
*Recruitment and on-boarding of MIAs, including interviews, scheduling and
provision of training
*Provides meaningful and motivational performance management and supervision
to MIA/MIO direct reports, focusing on coaching, and provision of
feedback/metrics to promote growth and development


*Degree in a science/healthcare field preferred
*Previous medical information or relevant management experience preferred
*Managerial experience preferred
*Contact centre experience preferred
*Healthcare environment experience
*2nd language skill set highly desirable
*Experience of working in a virtual environment would be advantageous


*Strong oral and written communication skills
*Demonstrated interpersonal skills
*Relationship management skills
*Familiarity with internal/external SOPs/guidelines/regulations governing
medical customer interactions
*Demonstrates keen analytical skills and attention to detail
*Capacity to make appropriate operational decisions in a complex business
environment, as well demonstrate flexibility and tolerance for ambiguity &