POSITION PURPOSE The Medical Information Specialist Latin America Contact Center (MIS LACC) provides information about the Pfizer portfolio to patients, caregivers and healthcare provideom various Latin American countries (, Colombia, Venezuela, Argentina, Uruguay, Paraguay, Peru, Ecuador, Bolivia, Central America & Caribbean region) in Spanish or English. Responses are based on approved response documents, labels and other resources applicable to each country. The MIS LACC provides responses to both non-technical and technical/medical topics. The MIS LACC is expected to deliver services with high , customer-focus, empathy and compliance. In addition, the MIS LACC may contribute to local, regional or global Medical Information projects.
The MIS LACC also prepares resources and responses that enable tontline to deliver good customer services. Responses are based on approved response documents, labels and other resources applicable to each country. The MIS LACC works with the MIC and the other team members on channel strategies, process improvement, ensures operational efficiency, innovation in services and processes. The MIS LACC monitors operational metrics to ensure , compliance and excellence in performance and customer satisfaction of the LATAM Medical Information Contact Center (LAMI CC). Primary responsibilities Inquiry Handling Handle medical information inquiries receivom any MI channel according to global and local policies (regulatory guidelines) and work instructions. That includes researching and preparing responsr customer inquiries, providing the responses to rnal customers (Healthcare Professionals, Patients etc.) documenting them in the inquiry and content management system. Responses must be accurate, timely, and balanced, in accordance with approved resources, and escalated properly when approved resources are not available. In coordination with the team, the MIS LACC interacts with internal stakeholders to obtain suppor handling escalated inquiries and sharing insights on the operation. They may be preparr local, regional or global use. Establishing collaborative relations with team members and supervisor to gather relevant information and develop responsr questions in order to meet customer needs. Propose, develops, trains and implements the use of the answer guidelines that are requirr Pfizer and related to Pfizer products according to the country requirements. Support MI Contact Center Operation Create, gather and keep up-to-date Standard Resources (FAQs, package inserts, product availability information, etc.) according to MI/Pfizer processes and local policies. Contribur process harmonization and optimization of resources across the region. Assist Medical Information Coordinator with staff training, oversight and development activities. Participate with innovative ideas to improve service excellence and efficiency and play an active role in pilots or experiments in coordination with the team and managers. Represent the voice of customers inside the organization, transmitting their needs and seeking improvements that can benefit the different customer profiles in the various countries. Provide support to internal audits and/or rnal inspections. Reporting & Insights Review data and develop routine or ad-hoc reports in order to actively communicate inquiry volumes, discuss trends, operational efficiency-performance and customer insights with Medical Information Coordinator or stakeholders. Represent the voice of customers inside the organization, transmitting their needs and seeking improvements that can benefit the different customer profiles in the various countries. Interactions with Business Partners Interact with colleagues in the Business Units (Medical, Commercial, Marketing, Patient Support Programs) or othnctions (Regulatory, Safety, , Legal, Compliance, etc) at local or regional level to provide MI updates, discuss interfaces, discuss customer insights, learn about priorities, opportunities of collaboration and discuss how MI can support companys strategies. Train local/ regional colleagues in MI processes and educate them on the services that can be provided. Propose solutior issues, opportunity areas allowing up on pertinent implementations, as well as any relevant informatir the companys image and its products. Support MI Projects and Digital Initiatives Actively contribute to or lead the implementation of MI projects and digital initiatives. Actively contribute to or lead the implementation of MI projects, channels and digital initiatives, providing strategic advice, assessing potential risks and benefits, monitoringimpact and success of initiatives and ensuring proper maintenance of channels and services offered. Point of Contar MI Serve as a subject matter expert in tontlir MI in process, specific product(s), therapy areas, stakeholders or countries. Compliance expectations Operate in high standards of ; complete all assigned training within specified timelines and comply with all relevant Corporate, Global, Regional, and Local procedures. Identify and handle potential adverse events and/or product complaints if identified while processing a medical information inquiry according to applicable procedures. PRINCIPAL ORGANIZATIONAL RELATIONSHIPS The Medical Information Specialist LACC will be expected to interact with Local/regional or global Medical, Commercial and other platform teams (Medical Affairs, Marketing, Commercial, Salrce, Patient Support Programs, Access, Health Outcomes, Safety, Regulatory, , Legal, Manufacturing, etc) Medical Information Managers/Officeom various countries, as well as Global Medical Information colleagues and its supponctions (Analytics, Digital, Compliance) QUALIFICATIONS AND REQUIREMENTS Health Care Professional (preferred) or Life Science Degree Importante empresa in provision of medical information to healthcare professionals and consumers (preferred) Importante empresa in Medical Informatinction in pharmaceutical industry (2 years preferreuent in English and Spanish Good understanding of biomedical searching, literature evaluation (preferred) Importante empresa in medical writing and summarizing clinical data (preferred) Proficiency in Microsoft Office Suite Outstanding verbal and written communication skills Excellent interpersonal relationship skills; collaborative and influential. Empathy and customcus Initiative, proactivity and autonomy to work independently and collaborate in a virtual work environment Self-development Ability to gather, aggregate, summarize and document information in a quick and concise wexibility to deal with ambiguity, embrace change and quickly adapt to change Able to work with complex concepts/projects in matrixed environment Innovation mindset Operational Excellence Management of change Ability to maintain a positive and professional demeanor in challenging circumstances WORKING CONDITIONS AND ENVIRONMENT Work is performed in an office environment with exposure to electrical office equipment. Home Office is an option according to the operational needs, therefore conditior Workiom Home must be suitabr that purpose. Constant interaction with clients/ required Constant attention to detail- (ability to read lengthy documentation, kecus and understanding)