Bilingual Medical Information Specialist (RN)

RN performs intake and document adverse event reports, medical information inquiries and product quality complaints received via telephone on behalf of pharmaceutical and health and nutrition clients. Respond to medical information inquiries related to client and respective products using client approved materials including but not limited to product labeling and Knowledge Base Documents (KBDs). Maintain distinctive quality and commitment as the operating philosophy in carrying out all processes. Continually seek out ways to enhance customer service experience both internally and externally.

  • Answer the telephone in the Medical Information Call Center
    • Obtain demographic data from callers
    • Document adverse event reports, medical information inquiries and product quality complaints
    • Administrative and data entry duties.
    • Follow up with callers to assure there are no further health concerns
    • Respond to medical information inquiries using client approved materials and provide complete and accurate documentation of interaction with caller
    • Provide drug information for pharmaceutical and health and nutrition manufacturers
    • Discuss health and safety issues with consumers, workers, and health care professionals
  • Notify Lead MI and/or Lead PV of urgent or escalated cases as appropriate
  • Participate in development of product KBD’s and update as necessary

  • Participate in development and presentation of medical information training materials

  • Participate in training new medical information staff

  • Other duties as assigned

Educational Requirements

  • Required: RN
  • Required: Current Canadian License appropriate with degree 

Experience Requirements

  • Required: 2 years of experience in related field of expertise
  • Required: Computer data entry experience
  • Preferred: Call center experience
  • Preferred: Experience communicating medical information
  • Preferred: Familiar with Microsoft Office Suite (Outlook, Word, Excel)

Necessary Skills and Abilities

  • French and English fluency both written and verbal
  • Proficient computer knowledge and computer keyboarding skills
  • Professional telephone etiquette; active listening and pleasant speaking
  • Able to translate complex medical information to consumers and health care professionals
  • Exceptional customer service skills
  • Strong verbal, written and interpersonal communication skills
  • Strong organization and prioritization skills; able to multi-task, administrative and data entry duties.
  • Strong problem solving skills
  • Strong decision making skills
  • Strong attention to detail
  • Strong writing skills
  • Ability to work well independently and within a team
  • Able to project professionalism and maintain composure in handling difficult situations and in times of stress

Able to work rotating schedule to meet call center hours


Additional information

Candidate must be legally eligible to work in Canada.