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Medical Information Agent (Associate)

Job Title: Medical Information Agent (Associate)
Contract Type: Permanent
Location: Cork
Industry:
REF: 88858
Job Published: 2 months ago

Job Description

Contact: Jenny Dore
Email: jenny@hero.ie
Telephone: 0212066287

Medical Information Agent (Associate)
Our client, a pharmaceutical company in Cork are currently looking to recruit a Medical Information Agent (Associate) for their site.


Key Responsibilities
  • Enquiries Management
  • Handling calls requesting product information from healthcare professionals and the general public.
  • Answering calls in a courteous, professional manner with predefined answers/resources.
  • Handling of queries from patients by providing balanced, accurate and non-promotional information.
  • Identification of queries containing either adverse events or product quality complaints and handling these in accordance with the appropriate standard operating procedures.
  • Accurate recording of all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
  • Facilitates fulfilment of customers' requests.
  • Escalate all enquiries without predefined answers according to defined processes.
  • Other duties and special projects that are assigned by management. (Experience related)
  • Utilize computer technology to handle high call volumes.
  • Ensures optimal customer satisfaction.


Create, Promote and Maintain Operational Excellence
  • Shares most effective methods and practices with colleagues satisfy customer needs and provide input/feedback to continuously improve daily processes.
  • Maintains and enhances company product and organizational knowledge.
  • Supports organizational changes. Demonstrates 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 Medical Information or customer service environment. Attend team meetings regularly.
  • Responds to Crisis/Red Flag calls and refer to Medical Information staff until resolution.
  • Participates in internal and external educational opportunities relevant to the Medical Information or customer service environment. Attends or reviews 100% of team meetings annually
  • Compliance
  • Integrate compliance into daily activities.
  • Comply with any corrective actions.
  • Cooperate with investigations, monitoring and audits.
  • Depending on experience level - peer to peer coaching.

Basic Qualifications
  • Must be fluent in German
  • Additional European language would be an advantage.
  • Customer service experience is required, with knowledge of Customer Centre or medical information operational experience desired.
  • Bachelor's degree or diploma, particularly in areas of natural sciences, pharmacy or medical is desired. Relevant business experience is also considered.


Additional Skills/Preferences
  • Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
  • Good written skills to succinctly, accurately and objectively respond to customer queries
  • Able to responds 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 prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations
  • Experience of software packages such as Word, Excel and Outlook

For further information on this Medical Information Agent (Associate) role in Cork please contact Jenny Dore on 0212066287 / jenny@hero.ie
Check out all our open jobs on our HERO Recruitment website - www.hero.ie

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