Medical Information Associate fluent German

Location: Cork, Ireland

Hybrid: 50% office based p/month

Salary: 40-45K gross p/year

Contract: 12 months

GERMAN fluent

Monday-Friday 8h/day

The role of the Medical Information Associate is to support Medical Information Services in Europe. The Medical Information Associate is responsible for professionally responding to medical/pharmaceutical inquiries from Health Care Providers (HCP), patients and other customers. The Associate 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 company 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 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.

Responsibilities:

• Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customer (e.g. healthcare professionals, patients)
• Align to the standards and with a focus on customer experience (CX)

• Create high-quality, intuitive, and trusted content to meet different customer needs, with the goal of enhancing. patient care in an evolving digital landscape operational.

• Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance
• Ensure immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process.
• Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between products and services and our customers (healthcare professionals or patients).
• Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually.
• Careful listening to customer needs and a quality response to their inquiry is associated with a positive customer experience (CX)
• Handle calls requesting product information from HCPs and other customers.
• Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources
• Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures
• Accurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices
• Response to Crisis/Red Flag calls and refer to staff until resolution
• Follow the local complaint procedure for complaint management
• Escalate critical product complaints to the Local Quality Representative & the Local Responsible Complaint Person at Marketing Affiliates as per local process
• Integrate compliance into daily activities
• Identify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise

Qualification Requirements:

• Degree qualified in either pharmacy, medicine, biochemistry, biomedicine, natural sciences etc. or relevant business experience.
• 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
• Interested in AI
• Fluency in German and English is essential for this role.