Director – Medical Information Contact Center (MICC)

Position Summary

The Director – Medical Information Contact Center (MICC) provides strategic and operational leadership for India-based Medical Information Contact Center services. This role ensures the delivery of timely, scientifically balanced, evidence-based, and nonpromotional medical information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers.

The Director is responsible for client management, service delivery, quality, KPIs, process improvement, regulatory compliance, and team leadership. The role will oversee Medical Information Associates, Specialists, Managers, and Client Manager-Team Leads while partnering with global Medical Information and Medical Affairs teams to ensure consistent service delivery.

This is a full time, office-based position in India with approximately 10–15% business travel.

Key Responsibilities

People & Team Leadership
- Lead, coach, mentor, and develop Medical Information team members.
- Set performance goals, provide feedback,



and support career development.
- Support recruitment, hiring, onboarding, and training of MICC staff.
- Monitor team performance, productivity, proficiency, and service delivery.

Medical Information Service Delivery
- Lead high-quality delivery of MICC services across India-based operations.
- Develop and execute Medical Information functional strategies, including digital initiatives.
- Monitor KPIs, productivity, service levels, and operational metrics.
- Standardize processes to improve efficiency, quality, and operational oversight.
- Identify opportunities for process automation and service optimization.
- Develop and oversee MICC quality management programs.
- Support and participate in client and quality audits.

Client Management
- Provide comprehensive oversight of assigned clients, including implementation, ongoing management, and regular client meetings.
- Understand client requirements a

📌 Medical Information Contact Center (Solapur)
🏢 Employvision
📍 Solapur