Medical Information Customer Experience Specialist (12 months)

Pfizer; Lisboa; Híbrido; EUR 26 000 - 42 000; Tempo integral

Resumo da oferta

Pfizer is hiring a Medical Information Customer Experience Specialist (MICES) in Lisbon for a hybrid work arrangement. You will handle inquiries from healthcare professionals and patients across channels, document interactions, and escalate or report adverse events per SOPs.

Fluency in Portuguese and English (C1) with strong communication skills is required. The role supports MI activities across countries, with a focus on quality and timely responses and may involve content management tasks.

Qualificações

• Degree in life science/healthcare field required.
• 1–2 years of medical information or relevant work experience preferred.
• Customer service experience preferred.
• English (C1) and Portuguese (native) language requirements.
• Strong oral and written communication skills.
• Pharmacy degree preferred.
• Understanding of regulatory and compliance issues relating to medical function.
• Demonstrated interpersonal skills.

Responsabilidades

• Research and respond to inquiries via multiple channels within timelines and standards.
• Document the inquiry and response according to SOP/WI and regulatory guidelines.
• Identify and report adverse events and product quality complaints promptly.
• Provide responses in the local language using approved English resources.
• Support MI country activities and CI improvements across covered countries.

Conhecimentos

English proficiency (C1)

Portuguese native

Communication skills

Formação académica

Degree in life science/healthcare

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 MILES 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.

GENERAL RESPONSIBILITIES

• 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! Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email [e-mail]. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned. To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers. Medical Pfizer careers are like no other. In our culture of individual ownership, we believe in our ability to improve future healthcare, and potential to transform millions of lives. We’re looking for new talent to join our global community, to unearth new innovative therapies that make the world a healthier place.