Our client has been in business for almost 140 years. They work to improve global health by helping expand access to medicine, by working to strengthen policies that foster better health, by providing help to those in need, and by being an active participant in the communities they serve. Located in Co. Cork, they have shown commitment to be a responsible global citizen – in large part, through a long history of philanthropic contributions. They are now looking for a Polish Customer Meetings Coordinator to join their team.
The Customer Meeting Services Associate ( CMS ) is primarily responsible for the Contract to Pay (C2P) activities for Healthcare Professionals (HCP’s) who speak at meetings. The CMS Associate is responsible for providing an outstanding customer experience to HCP’s by being a single point of contact (via phone, online or post) on all C2P related matters and liaising closely with colleagues in the wider Customer Meeting Services (CMS) team across Cork and in the local affiliates to resolve any other meeting-related queries.
C2P & HCP Meetings Support:
Handling queries/calls from the external customer such as healthcare professionals and affiliates in a courteous, professional manner.
Coordination & execution of C2P process for assigned country/Hub.
Ownership for issue resolution and escalation as required across all Contract to Payment processes for assigned country/Hub.
Demonstrate business process expertise, both functionally and technically in process and be prepared to train/lead team in same.
Accurate recording of all data to ensure compliance with relevant compliance requirements
Ensures optimal customer satisfaction in all aspects of the C2P process.
Develop and maintain strong working relationships with the affiliate and wider organization.
Create, Promote and Maintain Operational Excellence
Provide input and recommendations into current process and ways in which it can be improved in terms of efficiency and effectiveness.
Continuously looks for ways to improve our service level for our customers /stakeholders
Supports organizational changes.
Demonstrates flexibility in providing coverage and/or availability for scheduling adjustments for unexpected absences, events, or meeting volume variances.
Participates in internal and external educational opportunities relevant to the Information or customer service environment.
Understand and follow all compliance policies, laws, regulations and The Red Book.
Ensure adherence to all document retention requirements in line with Lilly Global Record Retention Schedule and any applicable local legal requirements, including filing, storing, archiving, and destroying documents at the end of the record retention period
Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCP’s
Ensure HCP Care data compliance with Transparency reporting requirements
Ensure all operational controls are completed to level required and within an agreed timeframe.
Integrate compliance into daily activities.
Comply with any corrective actions.
Cooperate with investigations, monitoring, and audits.
Native Polish + Fluent English
Diploma or Secondary education with focus on Travel, Finance or Healthcare industry
Legal and/or Contracting support experience an advantage
Compliance and controls experience an advantage
Hospitality and/or Travel & Meetings experience an advantage
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