Medical Information Analyst German

Medical Information Agent – German
January 12, 2022
Software Architect
January 12, 2022

Medical Information Analyst German

The role of the Medical Information Analyst is to support Medical Information Services in Europe.

*Please note we are seeking a Native German Speaker with fluency in English*

The analyst is responsible for:

  • Responding professionally to medical/pharmaceutical inquiries from Health Care Providers (HCPs), patients and other customers.
  • Documenting all customer interactions in the appropriate computer system.

Handle calls requesting product information from HCPs and other customers.

Answer calls in a courteous, professional manner with predefined answers/resources.

  • Handle of queries from patients by providing balanced, accurate and non-promotional information.
  • Identify queries containing either adverse events or product quality complaints and handle these in accordance with the appropriate operating procedures.
  • Accurately record all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
  • Support the Medical Information organisation with the maintenance of the knowledge database.
  • Facilitate fulfilment of customers’ requests.
  • Escalate all enquiries without predefined answers according to defined processes.
  • Other duties and special projects that are assigned by management (experience related).
  • Utilize computer technology to handle high call volumes.
  • Ensure optimal customer satisfaction.

Create, Promote and Maintain Operational Excellence

  • Share most effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes.
  • Maintain and enhance  product and organizational knowledge.
  • Support organizational changes and demonstrate flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variances.
  • Participate in internal and external educational opportunities relevant to the Medical Information or customer service environment. Attend team meetings regularly.
  • Response to Crisis/Red Flag calls and refer to Medical Information staff until resolution.

Compliance

  • Integrate compliance into daily activities.
  • Comply with any corrective and preventive actions.
  • Cooperate with investigations, monitoring and audits.
  • Depending on experience level – peer to peer coaching.

Minimum Qualification Requirements:

  • Bachelor degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or relevant equivalent business experience. Business experience such as medical sales representative will also be considered.
  • Sound background to understand national health care systems and organizational hierarchies.
  • Native German speaker with fluency in English is a requirement for this role.
  • Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.

Other Information/Additional Preferences:

  • Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field.
  • Knowledge of customer center or medical information operational experience.
  • Project management experience would be an advantage and fluency in German
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