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German Medical Information Agent

Job Title: German Medical Information Agent
Contract Type: Permanent
Location: Cork
REF: 89283
Job Published: 12 months ago

Job Description

Contact: Jenny Dore
Telephone: 021 2066287

Medical Information Agent

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

What will I be doing
  • 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.
  • 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.
  • Shares most effective methods and practices with colleagues satisfy customer needs and provide input/feedback to continuously improve daily processes.
  • Maintains and enhances the 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
  • Integrate compliance into daily activities.
  • Comply with any corrective actions.
  • Cooperate with investigations, monitoring and audits.
  • Depending on experience level - peer to peer coaching.

What do I need
  • Must be fluent in German
  • Customer service experience is required, with knowledge of Customer Centre or medical information
  • Bachelor's degree or diploma, particularly in areas of natural sciences, pharmacy or medical is desired.
  • Excellent active listening skills with effective verbal skills to respond to customers
  • Good written skills and able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards
  • Good time management skills

For further information on this Medical Information Agent role in Cork please contact Jenny Dore on 021 2066287 /

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