Medical Information Customer Experience Specialist (MICES)
Location: Walton Oaks, Tadworth, Surrey (Hybrid - 2 to 3 days on-site per week)
Language Requirements: English
Employment Type: Full-time, 9-month contract
Hours: 37 hours per week
Position Summary:
The Medical Information Customer Experience Specialist (MICES) is responsible for delivering high-quality medical and technical information to healthcare professionals, patients, and caregivers in their local language. This role requires a strong focus on customer service, with a commitment to accuracy, compliance, and promptness. The MICES may also support content management and contribute to various second-line activities within the therapeutic area team.
Key Responsibilities:
Medical Information Customer Experience Management:
* Respond to medical inquiries through various channels (phone, email, webform, live chat, postal mail) within established timelines.
* Accurately document inquiries and responses in line with Standard Operating Procedures (SOPs), Work Instructions (WIs), and regulatory guidelines.
* Report adverse events and product quality complaints as per regulatory requirements.
* Provide information in the customer’s local language using approved Finnish-language resources.
* Support therapeutic area teams with tasks such as escalation management and content creation.
General Responsibilities:
* Ensure consistent and high-quality service across c...