Medical Information Specialist Lacc

Medical Information Specialist Lacc

15 nov
|
Pfizer Japan
|
Xico

15 nov

Pfizer Japan

Xico

Medical Information Specialist LACCMexico - Mexico CityApplyPOSITION PURPOSEThe 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).Primary responsibilitiesInquiry Handling: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, providing strategic advice, assessing potential risks and benefits, monitoringimpact and success of initiatives and ensuring proper maintenance of channels and services offered.Point of Contact for MI:Serve as a subject matter expert in the Frontline for MI in process, specific product(s), therapy areas, stakeholders or countries.Compliance expectations:Operate in high standards of quality; 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, Sales Force, Patient Support Programs, Access, Health Outcomes, Safety, Regulatory, Quality, Legal, Manufacturing, etc)Medical Information Managers/Officers from various countries, as well as Global Medical Information colleagues and its support functions (Analytics, Digital, Compliance)QUALIFICATIONS AND REQUIREMENTSHealth Care Professional (preferred) or Life Science DegreeExperience in provision of medical information to healthcare professionals and consumers (preferred)Experience in Medical Information function in pharmaceutical industry (2 years preferred)Fluent in English and SpanishGood understanding of biomedical searching, literature evaluation (preferred)Experience in medical writing and summarizing clinical data (preferred)Proficiency in Microsoft Office SuiteOutstanding verbal and written communication skillsExcellent interpersonal relationship skills; collaborative and influential.Empathy and customer focusInitiative, proactivity and autonomy to work independently and collaborate in a virtual work environmentSelf-developmentAbility to gather, aggregate, summarize and document information in a quick and concise wayFlexibility to deal with ambiguity, embrace change and quickly adapt to changeAble to work with complex concepts/projects in matrixed environmentInnovation mindsetOperational ExcellenceManagement of changeAbility to maintain a positive and professional demeanor in challenging circumstancesWORKING 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 conditions for Working from Home must be suitable for that purpose.Constant interaction with clients/associates requiredConstant attention to detail- (ability to read lengthy documentation, keep focus and understanding)Constant multi-taskingDaily exposure to high pressure, intense concentration neededRotating shifts may be requiredLong varied work hours required occasionallyPHYSICAL REQUIREMENTS: Frequently stationary for 6-8 hours per dayRepetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wristsOccasional mobility requiredOccasional crouching, stooping, bending and twisting of upper body and neck.Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs. or 6-9 kgs.Ability to access and use a variety of computer software developed both in-house and off-the-shelfAbility to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentencesFrequently interacts with others to obtain or relate information to diverse groups.Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Requires multiple periods of intense concentration.Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrenceAbility to perform under stressRegular and consistent attendance Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.Medical#LI-PFEApplyPosted 2 Days AgoFull time4830762About UsPfizer 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.Similar JobsFollow Us