Medical Information Customer Experience Specialist (RE-34271293)

One of our favourite pharmaceutical clients is looking for a Medical Information Customer Experience Specialist for 40 hours a week. The contract is project based in the Rotterdam area for initially 12 months.

Medical Information Customer Experience Specialist

Project overview

Medical Information Customer Experience Specialist (MICES) provides technical and medical information to Healthcare Professionals and patients/caregivers with high a degree of quality and

customer service in the local language (Dutch).

The MICES may also assist with second line content management activities. Second line activities will be always discussed.

Principal 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.
• Identify and report adverse events and product quality complaints within required timelines.
• Provide response in customer's local language (Dutch) 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 be required to represent MI in required Country Office (PCO) activities and communicate with and raise awareness of MI to PCO and Business Units (BUs) which may include (but not limited to) the creation of reports, attendance at relevant meetings and training of PCO colleagues.
• May support the Country Relationship Management for a specific market(s)

Details

• Start date: ASAP, April 2024
• Project length: 12 Months
• Location: Rotterdam area (hybrid, 3 days on site)

Skills & Qualification:

• Degree in a life science/healthcare field required.
• 1-2 years of medical information or relevant work experience, preferred
• Customer Service experience, preferred
• Strong oral and written communication skills
• Must be able to work 3 days a week in the office near Rotterdam

Preferred Qualifications

• Pharmacy Degree preferred
• Understanding of the regulatory and compliance issues relating to the medical function
• Demonstrated interpersonal skills
• Teamplayer

Required Languages

• Dutch language and English language (C2, mother tongue), German or France language is a huge +

Apply now

Are you the Medical Information Customer Experience Specialist I'm looking for? Please contact Tom van Marsbergen via +31 (0)20 522 1588 or t.vanmarsbergen(@)realstaffing.com