Location: Cork, Ireland (funded relocation package)

The role of the Medical Information Analyst is to support Medical Information Services in Europe.

The analyst is responsible for:

• Responding professionally to medical/pharmaceutical inquiries from Health Care Providers (HCPs), patients and other customers.
• Documenting all customer interactions in the appropriate computer system.

 Additional Responsibilities

• Handle calls requesting product information from HCPs and other customers.
• Answer calls in a courteous, professional manner with predefined answers/resources.
• Handle of queries from patients by providing balanced, accurate and non-promotional information.
• Identify queries containing either adverse events or product quality complaints and handle these in accordance with the appropriate operating procedures.
• Accurately record all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
• Support the Medical Information organisation with the maintenance of the knowledge database.
• Facilitate 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.
• Ensure optimal customer satisfaction.

• Response to Crisis/Red Flag calls and refer to Medical Information staff until resolution.

Minimum Qualification Requirements:  

• Bachelor’s degree, diploma, medical or pharmaceutical technical assistant or equivalent in healthcare, 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.
• Sound background of understanding national healthcare systems and organizational hierarchies.
• Native French speaker with fluency in English
• Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
• Excellent written skills to respond to customers queries succinctly, accurately, and objectively.
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
• Experience of software packages such as Word, Excel, and Outlook.