Customer Excellence & Medical Information Spanish-Speaking

Location: Cork, Ireland

Fixed-term contract for 12 months with views of renewal

Contingency contract

Salary: €45k-€50 DOE

Full-time position based on a hybrid model

Organization Overview:

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 responses to customer inquiries is associated with a positive customer experience.

The role of the Associate / Senior Associate – Customer Excellence & Medical Solution is to support Medical Information Services in Europe:

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

The Customer Excellence & Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that is meaningful and relevant to customers, enables informed and balanced treatment decisions that enhance patient care and advances the quality and transparency of the company research.

Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between the company’s products and services and their customers (healthcare professionals or patients). Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually.

Responsibilities of the Associate / Senior Associate – Customer Excellence & Medical Solution is to support Medical Information Services in Europe:

Enquiries Management

• 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, and handle and document these under the appropriate operating procedures.
• Accurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate following Good Documentation Practices.
• Support the organisation with the maintenance of the knowledge database.
• Facilitate fulfilment of customers’ requests.
• Escalate all enquiries without predefined answers according to defined processes.
• Utilize computer technology to handle high call volumes.
• Ensure optimal customer satisfaction.

Create, Promote and Maintain Operational Excellence

• Share the most effective methods and practices with colleagues to satisfy customer needs and provide input/feedback to continuously improve daily processes.
• Maintain and enhance the company product and organizational knowledge.
• Support organizational changes and demonstrate 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 function or customer service environment. Attend team meetings regularly.
• Response to Crisis/Red Flag calls and refer to staff until resolution.

Compliance

• Integrate compliance into daily activities.
• Comply with any corrective and preventive actions.
• Cooperate with investigations, monitoring and audits.
• Ensure adverse events and product complaints are processed within timelines and procedures.

Partnership

• Identify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise.
• Liaise with partners to support business operations (e.g. systems expertise/training).

Minimum Qualification Requirements:

• Bachelor’s degree or equivalent in healthcare or related fields (MPharm preferred)
• Educational/work background in health care, medical affairs, clinical development, and scientific or medical communications field to understand national health care systems and organizational hierarchies.
• Native level in Spanish, Fluency in English

Other Information/Additional Preferences:

• Excellent active listening skills with effective verbal skills to respond to customers in a rational and empathetic manner.
• Excellent written skills to respond to customer’s queries succinctly, accurately, and objectively.
• 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.
• Proficient computer skills.
• Knowledge of customer centre or medical information operational experience.
• Fluency in Italian or Portuguese (verbal and written) would be an advantage.
• Project management experience would be an advantage.