**POSITION PURPOSE** The Medical Information Specialist Latin America Contact Center (MIS LACC) provides information about the Pfizer portfolio to patients, caregivers and healthcare providers from various Latin American countries (Mexico, 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 quality, 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 the Frontline 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 quality, compliance and excellence in performance and customer satisfaction of the LATAM Medical Information Contact Center (LAMI CC).
Handle medical information inquiries received from any MI channel (primarily phone) according to global and local policies (regulatory guidelines) and work instructions.
Such tasks includes researching and preparing responses for customer inquiries from pre-approved resources, providing the responses to external 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 appropiately when approved resources are not available. Position demands taking calls from customers (patients included) consecutively, as well as being available througout the shift in the phone system utilized by the department to take calls as it is a call center environment.
In coordination with the team, the Specialist interacts with internal stakeholders to obtain support for handling escalated inquiries and sharing insights on the operation.
They may be prepared to collaborate regionally or globally. Establishing collaborative relations with team members and supervisor to gather relevant information and develop responses for questions in order to meet customer needs. Propose, develops, trains and implements the use of the answer guidelines that are required for 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.
Contribute for 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 external 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 other functions (Regulatory, Safety, Quality, 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 company’s strategies.
Train local/ regional colleagues in MI processes and educate them on the services that can be provided. Propose solutions for issues, opportunity areas and following up on pertinent implementations, as well as any relevant information for the company’s image and its products.
**Support MIProjects 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, pro