Medical Information Associate fluent Italian (or Italian & Spanish)

Location: Cork, Ireland

Hybrid: 50% office-based p/month

Contract: 12 months for the start via Bespoke Recruitment

Mon-Fri schedule office working hours

Salary: 43-45K gross p/year DOE

Relocation support if outside Ireland

The Medical Information (MI) organisation combines scientific knowledge and communication expertise to organise and deliver 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 response to customer inquiries are associated with a positive customer experience. 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 company research.

Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between company 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.

Responsibilities:

• Provide a timely, professional, and quality response to medical/pharmaceutical inquiries from customers (e.g. healthcare professionals, patients).
• Align to the standards, focusing 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.

• Handle calls requesting product information from HCPs and other customers.
• Respond to 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.
• 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.
• Utilise computer technology to handle high call volumes.
• Ensure optimal customer satisfaction.

Create, Promote and Maintain Operational Excellence

• Share most effective methods and practices with colleagues to satisfy customer needs and provide input/feedback to continuously improve daily processes.
• Maintain and enhance company product and organisational knowledge.
• Support organisational 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.

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

• 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).

Qualification:

• Bachelor’s degree or equivalent in healthcare or related fields (MPharm preferred)
• Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organisational hierarchies.
• Fluent level in Italian, Fluency in English (+ preferred fluent Spanish but not necessary)
• 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 prioritisation 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.
• Project management experience would be an advantage.