Customer Excellence & Medical Solution, Medical Information Europe Italian 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
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 Lilly 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 Lilly 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, Lilly 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 Lilly.
• 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 Italian 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