Customer Excellence & Medical Solution, Medical Information Europe Spanish speaker

Location: Cork, Ireland – Relocation is mandatory!!!

Fixed-term contract for 24 months with a view to renewal or a direct indefinite contract with the company

Contingency contract

Salary: €40k-€45k DOE (https://salaryaftertax.com/ie/salary-calculator )

Full-time position based on a hybrid model with twice-a-week attendance in the office

Required: EU Passport  (we do not offer visa sponsorship for this role)

 

The purpose of the Customer Excellence & Medical Solution role is to:

• Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customers (e.g. healthcare professionals, patients).
• Align to the standards and with a focus on customer experience (CX).
• Document all medical information queries in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.
• Report adverse events and product complaints collected while processing unsolicited requests.
• Act as the primary scientific/medical expert for Medical Information.

 

Customer Excellence & Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that:

• are meaningful and relevant to customers
• enables informed and balanced treatment decisions that enhance patient care
• advances the quality and transparency of the company research.

 

Answers to unsolicited medical requests from customers are provided via traditional channels (phone/email) and, increasingly, virtually. Careful listening to customer needs and a quality response to their inquiry are associated with a positive customer experience (CX).

 

Primary Responsibilities:

1. Enquiries Management

• Handle customers’ queries received through all channels by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
• Apply scientific/medical expertise in Medical Information standards to deliver compliant, tailored responses to different audiences through all channels (English and local language).
• 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 must be concise, thorough, and accurate, in accordance with Good Documentation Practices.

• Optimise CX using advanced interaction skills together with high-level technological solution skills.
• Support the organisation with the maintenance of the knowledge database.

 

2. Create, Promote and Maintain Operational Excellence

• Share most effective methods and practices with colleagues to meet customer needs and provide input/feedback to continuously improve daily processes.
• Maintain and enhance the company’s product and organisational knowledge.
• Support organisational changes and demonstrate flexibility in providing coverage and/or availability for the management of customers’ enquiries via scheduling adjustments for unexpected absences, events, or request volume variances to ensure business continuity.
• Participate in internal and external educational opportunities relevant to the function and the delivery of an optimal customer experience.

 

3. Compliance

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

 

4. 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).

 

Other responsibilities – depending on the competency and experience

• Scientific expertise

o Leverage diverse information sources to deliver timely and comprehensive solutions to complex medical queries.

o Develop and maintain therapeutic area (TA) knowledge (defined as specific brands(s) including those in development, competitors, market position, company’s devices and disease(s)).

o Engage with professional/scientific organisations: share learnings, relevant to functional area, to inform on medical information initiatives/activities outside of the company.

• Delivery & Operational Excellence

o Ensure the team deliver services that anticipate and meet evolving customers’ needs (internal and external), with a focus on excellent customer experience and organisational goals.

o Ensure readiness to support the successful EU launch of new products/indications.

o Ensure continuous process optimisation, enhancement and harmonisation.

o Perform regular self-review to ensure quality standards are met.

o Ensure active contributions to the continuous optimisation of Content.

• People and Culture

o Optimising cross-functional collaboration and teamwork.

o Create a culture of empowered decision making, shared learning, growth mindset and innovation.

• Partnership and Outreach

o Maintain effective partnerships with relevant business partners to leverage the team’s expertise to appropriately support strategic objectives and initiatives.

 

Minimum Qualification Requirements:

▪ 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 a medical sales representative, will also be considered.

▪ Educational/work background in health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organisational hierarchies.

▪ Excellent active listening, verbal, and written communication skills to respond to customers in a rational, empathetic, and flexible manner, effectively managing their needs and expectations.

▪ Efficient time management skills, with strong planning and organisational skills

▪ Works well under pressure, balancing tight deadlines, multiple priorities, and high standards.

▪ Proficiency in computer skills.

▪ showing the ability to be flexible whilst meeting customer needs and managing their expectations.

▪ Native Spanish speaker and Fluent in English

 

Other Information/Additional Preferences:

• Knowledge of customer centre or medical information operational experience. Ability to collect and analyse relevant data to support business decisions.
• Proactive, analytical, and pragmatic approach to problem solving, consistently identifying effective solutions that advance customer excellence and support organisational goals.
• Business acumen
• Project management experience