Information Services in Europe. The Medical Information Agent is
responsible for professionally responding to medical/pharmaceutical
inquiries from Health Care Providers (HCP), patients and other
customers. The Agent is also responsible for documenting all customer
interactions in the appropriate computer system.
The Medical Information organization combines scientific knowledge and
communication expertise in order to organize and deliver relevant
medical communications that are meaningful and relevant to customers,
enhance patient care and advance the quality and transparency of our
client&#**Apply on the website**;s research.
Medical Information provides answers to unsolicited medical requests
from customers. Answers are created based on professional and
scientific expertise, and serve as an essential link between our
client and their customers (HCPs or patients, respectively). Careful
listening to customer needs and adequate responding to customer
inquiries is associated with a positive customer experience.
* English + 1 other Language(French, Spanish, Italian, German, Dutch)
* Primary
_RESPONSIBILITIES_
This job description is intended to provide a general overview of the
job requirements at the time it was prepared. The job requirements of
any position may change over time and may include additional
responsibilities not specifically described in the job description.
Consult with your supervision regarding your actual job
responsibilities and any related duties that may be required for the
position.
Enquiries Management ?
* Handle calls requesting product information from HCPs and the
general public. ?
* Answer calls in a courteous, professional manner with predefined
answers/resources. ?
* Handle queries from customers by providing balanced, accurate and
non-promotional information. ?
* Identify queries containing either adverse events or product quality
complaints and handle these in accordance with the appropriate
procedures. ?
* Accurately record all medical communication transactions into the
medical information database. Documentation is to be concise,
thorough, and accurate in accordance with Good Documentation
Practices. ?
* Facilitate fulfilment of customers? requests. ?
* Escalate all enquiries without predefined answers according to
defined processes. ?
* Other duties and special projects that are assigned by management
(experience related). ?
* Utilize computer technology to handle high call volumes. ?
* Ensure optimal customer satisfaction.
Create, Promote And Maintain Operational Excellence ?
* Share effective methods and practices with colleagues in order to
satisfy customer needs and provide input/feedback to continuously
improve daily processes. ?
* Maintain and enhance Lilly product and organizational knowledge. ?
* Support organizational changes. Demonstrate flexibility in providing
coverage and/or availability for the front line via scheduling
adjustments for unexpected absences, events, or call volume variances.
Compliance ?
* Integrate compliance into daily activities ?
* Comply with any corrective actions ?
* Cooperate with investigations, monitoring and audits
Minimum Qualification
_REQUIREMENTS_ ?
* Excellent active listening skills with effective verbal skills to
respond to customers with a rational and empathetic manner ?
* Good written skills to succinctly, accurately and objectively
respond to customers queries ?
* Able to respond flexibly and empathetically to customer needs,
managing their expectations effectively ?
* Proactive, analytical and pragmatic approach to problem solving ?
* Able to work under pressure, juggling short deadlines, multiple
priorities and concern for maintaining standards ?
* Good time management skills ?
* Effective prioritization showing ability to be flexible whilst
meeting customer needs and managing their expectations ?
* Experience of software packages such as Word, Excel and Outlook ?
* Fluent English + 1 other Language(French, Spanish, Italian, German,
Dutch)
Other Information/Additional Preferences ?
* Bachelors degree, diploma, medical or pharmaceutical technical
assistant or equivalent in health care, natural sciences, pharmacy,
nutritional specialists or relevant equivalent business experience.
Business experience such as medical sales representative will also be
considered ?
* Knowledge of service centre or medical information operational
experience ?
* Education al/work background in a health care, medical affairs,
clinical development, scientific or medical communications field ?
* Project management experience ?
* Travel Percentage: **Apply on the website** The role of the Medical Information Agent is to support Medical
Information Services in Europe. The Medical Information Agent is
responsible for professionally responding to medical/pharmaceutical
inquiries from Health Care Providers (HCP), patients and other
customers. The Agent is also responsible for documenting all customer
interactions in the appropriate computer system.
The Medical Information organization combines scientific knowledge and
communication expertise in order to organize and deliver relevant
medical communications that are meaningful and relevant to customers,
enhance patient care and advance the quality and transparency of our
client&#**Apply on the website**;s research.
Medical Information provides answers to unsolicited medical requests
from customers. Answers are created based on professional and
scientific expertise, and serve as an essential link between our
client and their customers (HCPs or patients, respectively). Careful
listening to customer needs and adequate responding to customer
inquiries is associated with a positive customer experience.
* English + 1 other Language(French, Spanish, Italian, German, Dutch)
* Primary
_RESPONSIBILITIES_
This job description is intended to provide a general overview of the
job requirements at the time it was prepared. The job requirements of
any position may change over time and may include additional
responsibilities not specifically described in the job description.
Consult with your supervision regarding your actual job
responsibilities and any related duties that may be required for the
position.
Enquiries Management ?
* Handle calls requesting product information from HCPs and the
general public. ?
* Answer calls in a courteous, professional manner with predefined
answers/resources. ?
* Handle queries from customers by providing balanced, accurate and
non-promotional information. ?
* Identify queries containing either adverse events or product quality
complaints and handle these in accordance with the appropriate
procedures. ?
* Accurately record all medical communication transactions into the
medical information database. Documentation is to be concise,
thorough, and accurate in accordance with Good Documentation
Practices. ?
* Facilitate fulfilment of customers? requests. ?
* Escalate all enquiries without predefined answers according to
defined processes. ?
* Other duties and special projects that are assigned by management
(experience related). ?
* Utilize computer technology to handle high call volumes. ?
* Ensure optimal customer satisfaction.
Create, Promote And Maintain Operational Excellence ?
* Share effective methods and practices with colleagues in order to
satisfy customer needs and provide input/feedback to continuously
improve daily processes. ?
* Maintain and enhance Lilly product and organizational knowledge. ?
* Support organizational changes. Demonstrate flexibility in providing
coverage and/or availability for the front line via scheduling
adjustments for unexpected absences, events, or call volume variances.
Compliance ?
* Integrate compliance into daily activities ?
* Comply with any corrective actions ?
* Cooperate with investigations, monitoring and audits
Minimum Qualification
_REQUIREMENTS_ ?
* Excellent active listening skills with effective verbal skills to
respond to customers with a rational and empathetic manner ?
* Good written skills to succinctly, accurately and objectively
respond to customers queries ?
* Able to respond flexibly and empathetically to customer needs,
managing their expectations effectively ?
* Proactive, analytical and pragmatic approach to problem solving ?
* Able to work under pressure, juggling short deadlines, multiple
priorities and concern for maintaining standards ?
* Good time management skills ?
* Effective prioritization showing ability to be flexible whilst
meeting customer needs and managing their expectations ?
* Experience of software packages such as Word, Excel and Outlook ?
* Fluent English + 1 other Language(French, Spanish, Italian, German,
Dutch)
Other Information/Additional Preferences ?
* Bachelors degree, diploma, medical or pharmaceutical technical
assistant or equivalent in health care, natural sciences, pharmacy,
nutritional specialists or relevant equivalent business experience.
Business experience such as medical sales representative will also be
considered ?
* Knowledge of service centre or medical information operational
experience ?
* Education al/work background in a health care, medical affairs,
clinical development, scientific or medical communications field ?
* Project management experience ?
* Travel Percentage: **Apply on the website**
We need : English (Good)
Type: Permanent
Payment:
Category: Others
