We’re looking for people who are determined to make life better for people around the world.
Overview:
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.
Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. Inhouse 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.
Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender, with four pillars: EnAble, Age & Culture, LGBTQ+ and GIN-Gender Inclusion Network. EnAble, our pillar for people with disabilities and those that care for them, partners with the Access Lilly initiative to make our physical and digital environment accessible and inclusive for all. Together they are committed to promoting awareness to create a disability confident culture both at Eli Lilly Cork and beyond.
Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself!
**Fluent English and Native-level German is required for this role**
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 customer (e.g. healthcare professionals, patients).
2. Align to the standards and with a focus on customer experience (CX).
3. Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.
4. Digital Solution specifics:Ensure immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process.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:
5. are meaningful and relevant to customers
6. enables informed and balanced treatment decisions that enhance patient care
7. 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: This job description is intended to provide a general overview of the job requirements at the time it was prepared. The job requirements of any position may change over time and may include additional responsibilities not specifically described in the job description. Consult with your supervision regarding your actual job responsibilities and any related duties that may be required for the position.
Enquiries Management
8. Handle calls requesting product information from HCPs and other customers.
9. Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
10. Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.
11. Accurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
12. Support the organisation with the maintenance of the knowledge database.
13. Facilitate fulfilment of customers’ requests.
14. Escalate all enquiries without predefined answers according to defined processes.
15. Utilize computer technology to handle high call volumes.
16. Ensure optimal customer satisfaction.
Create, Promote and Maintain Operational Excellence
17. Share most effective methods and practices with colleagues to satisfy customer needs and provide input/feedback to continuously improve daily processes.
18. Maintain and enhance Lilly product and organizational knowledge.
19. 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.
20. Participate in internal and external educational opportunities relevant to the function or customer service environment. Attend team meetings regularly.
21. Response to Crisis/Red Flag calls and refer to staff until resolution.
22. Specific to Digital Solution responsibilities:Follow the local complaint procedure for complaint management.Escalate critical product complaints to the Local Quality Representative & the Local Responsible Complaint Person at Marketing Affiliates as per local process.
Compliance
23. Integrate compliance into daily activities.
24. Comply with any corrective and preventive actions.
25. Cooperate with investigations, monitoring and audits.
26. Ensure adverse event and product complaints are processed within timelines and procedures.
Partnership
27. Identify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise.
28. Liaise with partners to support business operations (e.g. systems expertise/training).
29. Specific to Digital Solution responsibilities:Maintain a good business relationship with the Regional Centre to manage complaints.Maintain relationships and communication with Local/Global Patient Safety.
Additional responsibilities – depending on the competency and experience
30. Delivery & Operational ExcellenceEnsure team deliver services that meet customers’ needs (internal and external), with a focus on excellent customer experience and goals.Ensure readiness to support the successful EU launch of new products/indications.Ensuring optimization and improvement where required.Monitor and report on a regular basis on self-monitoring to ensure quality standards in MI request handling.Develop and maintain content.
31. People and CultureFulfil people management responsibilities including recruitment, performance management and training including individual development plans.Mentor and coach team members and other functions/roles, nurturing an environment where they can excel through encouragement and empowerment.Optimizing cross-functional collaboration and teamwork.Create a culture of empowered decision making, shared learning, risk taking and lean operations.Participate in cross-functional succession planning and talent development.
32. Partnership and OutreachMaintain effective partnerships with relevant business partners to leverage the team's expertise to appropriately support strategic objectives and initiatives.
Minimum Qualification Requirements:
33. 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. Business experience such as medical sales representative will also be considered.
34. 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.
35. Fluent English and Native-level German is required for this role.
Other Information/Additional Preferences:
36. Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
37. Excellent written skills to succinctly, accurately and objectively respond to customers queries.
38. Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
39. Proactive, analytical and pragmatic approach to problem solving.
40. Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
41. Good time management skills.
42. Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
43. Proficient computer skills.
44. Knowledge of customer center or medical information operational experience.
45. Project management experience would be an advantage.
Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.
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.
#WeAreLilly
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.
#WeAreLilly