At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for patients around the world.
Eli Lilly Cork is made up of a talented diverse team of over 1,600 employees across 38 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more.
Lilly offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidized canteen, onsite gym, travel subsidies and on-site parking. In-house People Development services, Educational Assistance, and our ‘Live Your BEST Life’ wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.
Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself.
Purpose:
The purpose of the Customer Excellence & Medical Solution role is to:
1. Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customers (e.g. healthcare professionals, patients).
2. Align to the standards and with a focus on customer experience (CX).
3. Document all customer interactions (including inquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.
4. Ensure immediate notification of Affiliate Responsible Complaint Person/Affiliate Responsible Quality Person where applicable as per local process.
5. Process Replacement and Retrieval of specific products using the agreed processes with the relevant Vendors.
Customer Excellence & Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that:
1. is meaningful and relevant to customers
2. enables informed and balanced treatment decisions that enhance patient care
3. advances the quality and transparency of Lilly research.
Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between Lilly’s products and services and our customers (healthcare professionals or patients). Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually. Careful listening to customer needs and a quality response to their inquiry is associated with a positive customer experience (CX).
Primary Responsibilities:
1. Enquiries Management
2. Create, Promote and Maintain Operational Excellence
3. Compliance
4. Partnership
Additional responsibilities – depending on the competency and experience
1. Delivery & Operational Excellence
2. People and Culture
3. Partnership and Outreach
Minimum Qualification Requirements:
* Bachelor’s 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.
* Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organizational hierarchies.
Other Information/Additional Preferences:
* Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
* Excellent written skills to succinctly, accurately and objectively respond to customers queries.
* Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
* Proactive, analytical and pragmatic approach to problem-solving.
* Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
* Good time management skills.
* Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
* Proficient computer skills.
* Knowledge of customer center or medical information operational experience.
* Project management experience would be an advantage.
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance.
Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
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