Medical Information Associate Fluent Spanish and Italian
Our client, a global pharmaceutical organisation based in Cork, is currently recruiting for a Medical Information Associate. Fluency in Spanish and Italian are essential.
You will professionally respond to medical/pharmaceutical inquiries from Health Care Providers (HCP), patients, and other customers. You will also be responsible for documenting all customer interactions in the appropriate computer system.
Responsibilities:
* Handle calls requesting product information from HCPs and the general public
* Answer calls in a courteous, professional manner with predefined answers/resources
* Handle queries from customers 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 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.
* Facilitate fulfilment of customers' requests
* Escalate all enquiries without predefined answers according to defined processes
* Utilize computer technology to handle high call volumes
* Ensure optimal customer satisfaction
Requirements:
* Bachelor’s degree, diploma, medical or pharmaceutical technical assistant, or equivalent in healthcare, natural sciences, pharmacy, nutritional specialists, or relevant equivalent business experience. Business experience such as medical sales representative will also be considered.
* Fluent Spanish & Italian
* Knowledge of service centre or medical information operational experience
* Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
* Good 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
* Experience of software packages such as Word, Excel, and Outlook