Our client is a global pharmaceutical company located in Cork, Ireland
who is searching for a Medical Information Analyst to join their
expanding team.
Responsibilities
Roles and responsibilities include recognize, exemplify and adhere to
the company values which centre on our commitment to People,
Excellence and Compliance. The role of the Medical Information Analyst
is to support Medical Information Services in Europe. This role is an
entry level, customer service analyst responsible for professionally
responding to medical/pharmaceutical inquiries from HCPs, patients and
other customers. The analyst is also responsible for documenting all
customer interactions in the appropriate computer system.
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 the
company and customers (HCPs or patients, respectively). Careful
listening to customer needs and adequate responding to customer
inquiries is associated with a positive customer experience.
Key Responsibilities
* Enquiries Management
* Handling calls requesting product information from healthcare
professionals and the general public.
* Answering calls in a courteous, professional manner with predefined
answers/resources.
* Handling of queries from patients by providing balanced, accurate
and non-promotional information.
* Identification of queries containing either adverse events or
product quality complaints and handling these in accordance with the
appropriate standard operating procedures.
* Accurate recording of all medical communication transactions into
the medical information database. Documentation is to be concise,
thorough, and accurate in accordance with Good Documentation
Practices.
* Facilitates fulfilment of customers&#**Apply on the website**;
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.
* Ensures optimal customer satisfaction.
Create, Promote and Maintain Operational Excellence
* Shares most effective methods and practices with colleagues satisfy
customer needs and provide input/feedback to continuously improve
daily processes.
* Maintains and enhances product and organizational knowledge.
* Supports organizational changes. Demonstrates flexibility in
providing coverage and/or availability for the front line via
scheduling adjustments for unexpected absences, events, or call volume
variances.
* Participate in internal and external educational opportunities
relevant to the Medical Information or customer service environment.
Attend team meetings regularly.
* Responds to Crisis/Red Flag calls and refer to Medical Information
staff until resolution.
* Participates in internal and external educational opportunities
relevant to the Medical Information or customer service environment.
Attends or reviews **Apply on the website**% of team meetings
annually.
Basic Qualifications
Knowledge and Experience
* Fluent in English + ITALIAN
* Bachelor degree, diploma, medical or pharmaceutical technical
assistant or equivalent in health care, natural sciences, pharmacy,
nutritional specialists or a related discipline, or relevant
equivalent business experience. Business experience such as medical
sales representative will also be considered.
* Sound background to understand national health care systems and
organizational hierarchies
* Excellent active listening skills with effective verbal skills to
respond to customers with a rational and empathetic manner.
* Excellent written skills to succinctly, accurately and objectively
respond to customers&#**Apply on the website**; 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.
Desirable
* Educational/work background in a health care, medical affairs,
clinical development, scientific or medical communications field.
* Knowledge of customer centre or medical information operational
experience Medical Information Analyst
Our client is a global pharmaceutical company located in Cork, Ireland
who is searching for a Medical Information Analyst to join their
expanding team.
Responsibilities
Roles and responsibilities include recognize, exemplify and adhere to
the company values which centre on our commitment to People,
Excellence and Compliance. The role of the Medical Information Analyst
is to support Medical Information Services in Europe. This role is an
entry level, customer service analyst responsible for professionally
responding to medical/pharmaceutical inquiries from HCPs, patients and
other customers. The analyst is also responsible for documenting all
customer interactions in the appropriate computer system.
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 the
company and customers (HCPs or patients, respectively). Careful
listening to customer needs and adequate responding to customer
inquiries is associated with a positive customer experience.
Key Responsibilities
* Enquiries Management
* Handling calls requesting product information from healthcare
professionals and the general public.
* Answering calls in a courteous, professional manner with predefined
answers/resources.
* Handling of queries from patients by providing balanced, accurate
and non-promotional information.
* Identification of queries containing either adverse events or
product quality complaints and handling these in accordance with the
appropriate standard operating procedures.
* Accurate recording of all medical communication transactions into
the medical information database. Documentation is to be concise,
thorough, and accurate in accordance with Good Documentation
Practices.
* Facilitates fulfilment of customers&#**Apply on the website**;
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.
* Ensures optimal customer satisfaction.
Create, Promote and Maintain Operational Excellence
* Shares most effective methods and practices with colleagues satisfy
customer needs and provide input/feedback to continuously improve
daily processes.
* Maintains and enhances product and organizational knowledge.
* Supports organizational changes. Demonstrates flexibility in
providing coverage and/or availability for the front line via
scheduling adjustments for unexpected absences, events, or call volume
variances.
* Participate in internal and external educational opportunities
relevant to the Medical Information or customer service environment.
Attend team meetings regularly.
* Responds to Crisis/Red Flag calls and refer to Medical Information
staff until resolution.
* Participates in internal and external educational opportunities
relevant to the Medical Information or customer service environment.
Attends or reviews **Apply on the website**% of team meetings
annually.
Basic Qualifications
Knowledge and Experience
* Fluent in English + ITALIAN
* Bachelor degree, diploma, medical or pharmaceutical technical
assistant or equivalent in health care, natural sciences, pharmacy,
nutritional specialists or a related discipline, or relevant
equivalent business experience. Business experience such as medical
sales representative will also be considered.
* Sound background to understand national health care systems and
organizational hierarchies
* Excellent active listening skills with effective verbal skills to
respond to customers with a rational and empathetic manner.
* Excellent written skills to succinctly, accurately and objectively
respond to customers&#**Apply on the website**; 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.
Desirable
* Educational/work background in a health care, medical affairs,
clinical development, scientific or medical communications field.
* Knowledge of customer centre or medical information operational
experience
We need : English (Good)
Type: Permanent
Payment:
Category: Others
