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.
Job Tags
Work experience placement, Local area,