Medical Information Analyst French & (Dutch or Flemish)

Ireland, Cork

Company Overview

Our client makes a difference for people all over the world by discovering, developing and delivering medicines that help people live longer, healthier and more active lives. Central to all that we do are our talented and motivated professionals, circa 500 of whom are based at our Global Business Solutions centre Cork. There we boast vibrant workforce made up of over 35 nationalities, speaking over 27 languages.

At the GBS, it’s not just about what we do today, but how we can continuously improve and innovate for present and future operations. We view the development of our highly skilled workforce in much the same way and want to grow your role into an empowering and fulfilling career. Therefore, with the sole purpose of employee progression, weekly Manager 1:1s, a dedicated Learning & Development service and Educational Assistance schemes all await you.

Above all, it’s about being part of an open, welcoming and inclusive culture, one that is further enhanced by the dedication of our committees - Culture Club, Diversity & Inclusion, Sports & Social, Corporate Social Responsibility, Health Safety & Environment and Food.

Responsibilities

The role of a Medical Information Analyst is to provide excellent and efficient Medical Information support to Healthcare professionals, patients and other customers & to complete the relevant documentation for these queries. The customer queries are received either by telephone, email or web chat. The majority of queries for most markets are via telephone, thus primary responsibilities encompass phone coverage

· Manage customer queries regarding products/medical devices from healthcare professionals, patients and other customers in a courteous, professional manner with predefined answers/resources that are balanced, accurate and non-promotional. Escalations to product specialist may be required when the predefined answers do not answer queries.

· Accurate recording of all customer queries in the medical information database in a concise, thorough, and accurate manner in line with Good Documentation Practices.

· Identification of customer queries containing either Adverse Events/Product Quality Complaints and handle those in accordance with appropriate operating procedures.

· Maintain and enhance product and organizational knowledge.

· Support global/regional Medical Information projects with a key focus on excellence & knowledge, efficiency & customer experience

· Support the overall Medical Information team by demonstrating flexibility in providing cover for team members and training of new team members

· Ensure optimal Customer satisfaction

Compliance

· Demonstrate a strong compliance oriented mindset & help to build a strong compliance culture

· Familiarise with all applicable policies, documentation & training materials to ensure you operate in a fully compliant manner

· Ensure ownership for all applicable Operational controls for your area

· Support all investigations, monitoring and affiliate audits as required

· Ensure high levels of confidentiality to protect customer sensitive data

Basic Qualifications

· Bachelor degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or relevant equivalent business experience. Business experience such as medical sales representative will also be considered.

· Fluency in French and preferably with Dutch or Flemish

· Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner

· Good time management skills

· Excellent written skills to succinctly, accurately and objectively respond to customer queries

Additional Skills/Preferences

· Ability to proactively, effectively analyse & resolve problems

· Ability to effectively prioritize and complete key tasks and deliverables in a dynamic, evolving environment

· Able to respond succinctly, objectively, accurately and empathetically to customer needs, managing their expectations effectively

· Ability to work in regional/global team environment and communicate effectively with external customers and internal business partners of all levels & disciplines