Medical Information Agent French/Spanish/Italian

4 roles available: 1 French speaker, 2 Spanish speakers and 1 Italian speaker

Location: Cork, Ireland – Relocation is mandatory!!!
Fixed-term contract for 12 months with views of renewal
Contingency contract
Salary: €30k-€33k DOE ( https://salaryaftertax.com/ie/salary-calculator )
Full-time position based on a hybrid model with twice-a-week attendance in the office

Organisation 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.

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’ 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

 Share the most effective methods and practices with colleagues to 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.
 Respond 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 100% of team meetings annually.

Compliance
 Integrate compliance into daily activities.
 Comply with any corrective actions.
 Cooperate with investigations, monitoring and audits.
 Depending on experience level – peer-to-peer coaching.

Basic Qualifications
 Fluent in English + ITALIAN OR SPANISH OR FRENCH
 Bachelor’s 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 healthcare systems and organizational hierarchies
 Excellent active listening skills with effective verbal skills to respond to customers in a rational and empathetic manner.
 Excellent written skills to respond to customers’ 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.
 Experience with software packages such as Word, Excel and Outlook.