Medical Information Customer Experience Specialist (12 months)

Biopharma Careers; Lisboa; Híbrido; EUR 35 000 - 50 000; Tempo integral

Resumo da oferta

Pfizer is hiring for a Medical Information Customer Experience Specialist (MICES) to provide high-quality medical information to healthcare professionals and patients in the local language. The role includes researching inquiries across multiple channels and ensuring timely, accurate responses.

The position emphasizes careful documentation, reporting adverse events, and potential secondline content creation, with a hybrid work arrangement and cross-country support.

Qualificações

• > Degree in life science/healthcare field required.
• > 1-2 years of medical information or relevant work experience preferred.
• > English and Portuguese language proficiency (Portuguese mother tongue, C1 English) and strong communication skills.

Responsabilidades

• Respond to inquiries via phone, email, webform, live chat or mail within required timelines.
• Document inquiries and responses per SOP/WI and regulatory guidelines.
• Identify and report adverse events and product quality concerns.
• Provide responses in local language using approved English resources.
• Support with secondline activities including escalation management and content creation.

Conhecimentos

Medical information

Customer service

English language

Portuguese language

Formação académica

Bachelor's degree in life sciences

Descrição da oferta de emprego

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.

The MICES may also assist with secondline content management activities.

MAIN RESPONSIBILITIES / DUTIES

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 using approved resources in English.
• May support a therapeutic area team with secondline 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 Pfizer 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)
• Act as a point of contact for other MI staff, ensure country specific data is relevant and up to date and MI is informed of any country-based issues in a timely manner.

REQUIRED SKILL SET

Basic Qualifications

• Degree in a life science/healthcare field required.
• 1-2 years of medical information or relevant work experience, preferred
• Customer Service experience, preferred
• English language and Portuguese language (Portuguese should be mother tongue and C1 in English)
• Strong oral and written communication skills

Preferred Qualifications

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

Work Location Assignment:Hybrid

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Disability Inclusion

Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!

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