Medical Associate (contact centre) Full Time Permanent

Our client is a global pharmaceutical company from Cork, Ireland.

This role supports the United States (US) contact centre. The Medical Associate is responsible for responding to customer inquiries that are primarily received through phone calls. The Medical Associates deliver positive experiences in their interactions with healthcare professionals, patients and companies` sales representatives.

The Medical Associate is expected to connect with each customer through meaningful interactions by delivering easy experiences that enable people to feel they are genuinely cared for and able to trust us.

Current TLAC Hours of operations are between 2PM-12AM Cork time. Candidates should be willing to work shifts that span these times.

Responsibilities

Inquiry Management

• Develops, maintains and demonstrates product and process (policies and procedures) expertise to respond to inquiries, with a focus on HCP and sales representative interactions
• Handles customer interactions including calls and alternate channels (e.g. emails, chats, etc.) Analyzes customers’ questions to formulate an accurate and complete response using approved resources in a timely manner
• Researches and uses information from approved sources to accommodate customers’ requests
• Demonstrates problem solving and decision making skills when addressing customer interactions

• Effectively documents customer interactions (e.g. inquiries, adverse events and product complaints) in accordance with good documentation practices in the appropriate systems/databases
• Identifies unmet customer needs and communicates to the business opportunities to drive answers and positive customer experiences

• Coordinates and participates in special projects or assignments as appropriate
• Seeks opportunities to enhance partnerships between TLAC and business partners (internal and external)

Engagement

• Demonstrates behaviours including the values of Integrity, Excellence and Respect for People
• Creates and contributes to an environment that creates enthusiasm and accountability for satisfying customer needs
• Respects people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision
• Defines what is and what is not important; makes the necessary tradeoffs in order to maintain focus on accomplishing the goal
• Ensures the alignment between the goals of the business, TLAC’s goals and individual goals
• Creates a safe environment where all team members feel they can share their unique opinions and ideas
• Decides and acts promptly, using good judgment and anticipates or removes obstacles that get in the way of progress
• Supports efforts to implement processes and technologies to maximize efficiency and effectiveness
• Delivers and drives excellence in quality standard

Compliance and HSE Directions Program

• Creates an environment that expects compliance
• Recognizes and follows all compliance policies, laws, regulations and The Red Book
• Completes all training and associated tests on time
• Integrates compliance into daily activities
• Cooperates with investigations, monitoring and audits
• Complies with any corrective actions
• Responds appropriately to reported and known / suspected compliance violations
• Complies with all requirements as established by the HSE DIRECTIONS program

REQUIREMENTS:

• Bachelors Degree or National Framework of Qualifications Level 7 as a medical qualified person with professional certification, examples include nurse, pharmacist, dentist, coroner, physician assistant, occupational therapist
• Fluency in English verbal and written forms

Preferred:

• Knowledge of pharmaceutical / healthcare business
• Experience in a customer contact centre or service team environment
• Knowledge of pharmaceutical / healthcare business
• Experience communicating detailed medical information to a variety of customer types
• Learning agility
• Strong computer skills including demonstrated ability to type (data entry, searching multiple data bases) while on telephone
• Commitment to following quality processes and standards
• Strong customer service skills, including professional telephone etiquette
• Active listening skills including the ability to listen to and understand information presented through spoken words
• Ability to communicate information and ideas so others will understand
• Ability to maintain a positive and professional demeanor in challenging circumstances
• Team player
• Ability to multi-task
• Detail-oriented with strong problem solving and time management skills
• Current TLAC Hours of operations are between 2PM-12AM Cork time. Candidates should be willing to work shifts that span these times.