Job Description

Overview:


TekWissen is a global workforce management provider throughout the UK, Europe and many other countries in the world. The below client is an American multinational pharmaceutical and biotechnology corporation.



Job Title: Medical Information Customer Experience Specialist
Location: Onsite
Job Type: 6 Months


Job Description

• Medical Information Customer Experience Specialist (MICES) provides technical and medical information to Healthcare Professionals and patients/caregivers with high degree of quality customer service in the local language.
• The MICES may also assist with secondline content management activities.

POSITION RESPONSIBILITIES

• Medical Information Customer Experience Request Management
• Research and respond to inquiries received via multiple channels including (but not limited to) phone, email, webform, live chat or postal mail, within the required timelines and standards.
• Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines.
• Identify and report adverse events and product quality complaints within required timelines .
• Provide response in customer's local language using approved resources in English.
• May support a therapeutic area team with secondline activities including (but not limited to) escalation management and content creation

General Responsibilities

• Ensure continuity and quality of service for customers across all countries of cover by supporting Medical Information IDM Customer Experience Country/Cluster Lead and relevant MI colleagues.
• Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement.
• May support the Country Relationship Management for a specific market(s)
• Act as a point of contact for other MI staff, ensure country specific data is relevant and up to date and MI is informed of any country based issues in a timely manner.

Basic Qualifications

• Degree in a life science/healthcare field required.
• 1-2 years of medical information or relevant work experience, preferred
• Customer Service experience, preferred
• English language and language (C2, mother tongue)
• Strong oral and written communication skills

Preferred Qualifications

• Pharmacy Degree preferred
• Understanding of the regulatory and compliance issues relating to the medical function
• Demonstrated interpersonal skills

TekWissen Group is an equal opportunity employer supporting workforce diversity.

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