Our client is hiring for the position of Medical Information Customer Experience Specialist (MICES), responsible for delivering technical and medical information to healthcare professionals, patients, and caregivers with a strong focus on high-quality customer service in the local language. The MICES may also support second-line content management tasks.
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Location : Onsite
Language : English and Finnish language (C2, mother tongue)
BASIC QUALIFICATIONS
* Degree in a life science/healthcare field required.
* 1-2 years of medical information or relevant work experience, preferred
* Customer Service experience, preferred
* English language and Finnish language (C2, mother tongue)
* Strong oral and written communication skills
POSITION RESPONSIBILITIES
Medical Information Customer Experience Request Management
* Research and respond to inquiries received via multiple channels including (but not limited to) phone, email, webform, live chat or postal mail, within the required timelines and standards.
* Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines.
* Provide response in customer’s local language using approved resources in English.
* May support a therapeutic area team with second line activities including (but not limited to) escalation management and content creation.
GENERAL RESPONSIBILITIES
* Ensure continuity and quality of service for customers across all countries of cover by supporting Medical Information IDM Customer Experience Country/Cluster Lead and relevant MI colleagues.
* Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement.
* May support the Country Relationship Management for a specific market(s)
* Act as a point of contact for other MI staff, ensure country specific data is relevant and up to date and MI is informed of any country based issues in a timely manner.
PREFERRED QUALIFICATIONS
* Pharmacy Degree preferred
* Understanding of the regulatory and compliance issues relating to the medical function
* Demonstrated interpersonal skills
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
* May be required to work National Holidays
* May be required to work outside Normal Business Hours
* Occasional business travel
If you are interested in this role, please apply with your updated CV.