Medical Information Specialist

Kelly Science and Clinical FSP is currently seeking a Medical Information Specialist for a long-term engagement with one of our Global MedTech clients. This person will join our Kelly FSP (Functional Service Provider) division, a managed solution provider and business unit of Kelly Services, Inc. This role is full-time and is offering full benefit options. As a Kelly FSP employee you may be eligible for Medical, Dental, Vision, 401K and a variety of other benefits to choose from. You may also be eligible for paid time off, including holiday, vacation, and sick/personal time.

Medical Information Specialist
Position Summary / Purpose
The Medical Information Specialist provides timely, accurate, and compliant scientific and medical information to external and internal stakeholders. This role performs core Medical Information (MI) activities aligned with global MI policies and procedures and directly supports the Medical Information Contact Center by handling inbound medical enquiries via phone, email, and web. The role ensures high-quality scientific responses, supports literature searches and medical file maintenance, and escalates safety, complaint or regulatory issues following established processes.

Principal Responsibilities

• Document and respond to medical and scientific inquiries from healthcare professionals, patients, and internal stakeholders via telephone, email, and web portal in accordance with global MI standard operating procedures and service level agreements (SLAs).
• Triage calls/escalations and manage enquiries from receipt through closure, documenting interactions accurately in the MI tracking system / CRM.
• Develop, adapt, and deliver medically accurate written responses (medical letters, FAQs, standard response documents) using approved content and aligning to corporate style, regulatory, and compliance requirements.
• Conduct literature searches and evidence synthesis to support scientific responses; summarize findings concisely and cite sources per MI standards.
• Maintain and update MI knowledgebase content (standard responses, FAQs, clinical summaries) and ensure version control and documentation in the document management system.
• Identify and escalate potential adverse events, product complaints, or quality issues to Customer Quality/Complaints Handling teams immediately and complete required internal notifications and documentation per SOPs.
• Provide subject matter expertise to cross-functional teams (Regulatory, Clinical, R&D, Commercial, Quality) on medical information trends, identified knowledge gaps, and frequently asked questions.
• Support training and onboarding for call center staff and other MI team members on product clinical profiles, MI processes, and systems (content delivery rather than people management).
• Participate in development and continuous improvement of MI processes, metrics, tools, and call center scripts to enhance service quality and efficiency.
• Track and report call center and MI metrics (volume, response times, quality review outcomes, trends) and support root cause analysis for recurring enquiries.
• Ensure all MI activities comply with internal policies, applicable local and global regulations, and corporate codes of conduct.
• Support special projects (e.g., new product launches, labeling changes, global harmonization) as assigned by management.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability.

As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.