Medical Information Analyst

Position TitleMedical Information AnalystCompany OverviewThe Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared service such as Order to Cash, Purchase to Pay, and General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions (Customer Meeting Services, Global HR Data Management). The current headcount is circa 250 multi-lingual employees and was awarded CIMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement.  GBS Cork is currently in the process of setting up a centralised, multi-lingual team to provide Medical Information support to our Affiliates in Europe*Qualifications

• Bachelor´s degree or equivalent related business experience.
• Knowledge of contact center or medical information operational experience preferred.
• Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
• Excellent written skills to succinctly, accurately and objectively respond to customers queries.
• Able to respond 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.
• Sound background to understand national health care systems and organizational hierarchies

Additional Information

• German
• Swiss German
• German with Hungarian
• Spanish
• Spanish with Portuguese
• Swedish
• Danish
• Norwegian
• French
• Swiss French
• Dutch
• Flemish & French
• Italian

Travel Percentage 0-10%*ResponsibilitiesPurpose

The purpose of the Medical Information Analyst is to support Medical Information Services in Europe. This role is an entry level, customer service analyst responsible for professionally responding to medical/pharmaceutical inquiries from HCPs, patients and other customers. The analyst will also be responsible for documenting all customer interactions in the appropriate computer system.

 

Key Responsibilities

Enquires 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 to a more specialized area in accordance to Good Escalation Practices.
• 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 Lilly 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.
  • 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

 

• Understand and follow all compliance policies, laws, regulations and The Red Book.
• Integrate compliance into daily activities.
• Comply with any corrective actions.
• Cooperate with investigations, monitoring and audits.
• Depending on experience level – peer to peer coaching.

*Additional Skills/Preferences

• Medical Information Analyst reports directly to an Operations Manager
• Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field.
• Project management experience would be an advantage