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Associate/Senior Associate - Customer Excellence and Medical Solutions (Swedish)

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Lilly

2mo ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Healthcare
  • Cork

AI generated summary

  • You need a relevant degree, Swedish fluency, healthcare background, strong communication skills, adaptability, problem-solving, time management, and proficiency in computer skills.
  • You will respond to medical inquiries, document interactions, handle product information calls, ensure customer satisfaction, support knowledge maintenance, and mentor team members.

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. Business experience such as medical sales representative will also be considered.
  • Swedish Fluency
  • 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.
  • 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.

Responsibilities

  • Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customer (e.g. healthcare professionals, patients). Align to the standards and with a focus on customer experience (CX)
  • 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.
  • Handle calls requesting product information from HCPs and other customers.
  • Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
  • Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.
  • 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.
  • Support the organisation with the maintenance of the knowledge database.
  • 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.
  • Share most effective methods and practices with colleagues to satisfy customer needs and provide input/feedback to continuously improve daily processes.
  • Maintain and enhance Lilly 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 function or customer service environment. Attend team meetings regularly.
  • Response to Crisis/Red Flag calls and refer to staff until resolution.
  • Integrate compliance into daily activities.
  • Comply with any corrective and preventive actions.
  • Cooperate with investigations, monitoring and audits.
  • Ensure adverse event and product complaints are processed within timelines and procedures.
  • Identify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise.
  • Liaise with partners to support business operations (e.g. systems expertise/training).
  • Ensure 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.
  • Fulfil 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.
  • Maintain effective partnerships with relevant business partners to leverage the team's expertise to appropriately support strategic objectives and initiatives.

FAQs

What is the main purpose of the Customer Excellence & Medical Solutions role?

The main purpose of this role is to provide timely, professional, and quality responses to medical/pharmaceutical inquiries from customers, ensuring a focus on customer experience.

What qualifications are required for this position?

A Bachelor’s degree, diploma, or equivalent experience in healthcare, natural sciences, pharmacy, or a related discipline is required. A background in medical sales is also considered.

Is fluency in Swedish a requirement for this position?

Yes, fluency in Swedish is required for this role.

What are the primary responsibilities of the job?

Primary responsibilities include managing inquiries, ensuring operational excellence, maintaining compliance, and building partnerships with internal stakeholders.

What type of customer interactions will I be handling?

You will be handling inquiries from healthcare professionals and patients, providing balanced, accurate, and non-promotional information.

Are there opportunities for professional development in this role?

Yes, there are opportunities to participate in internal and external educational opportunities relevant to the function or customer service environment.

Will I need to handle adverse events or product complaints?

Yes, you will need to accurately identify, manage, and document any inquiries related to adverse events or product quality complaints according to established procedures.

What skills are preferred for candidates applying for this role?

Preferred skills include excellent active listening, verbal and written communication, flexibility, problem-solving abilities, and proficiency in computer skills.

Does Lilly have a commitment to diversity and inclusion?

Yes, Lilly is committed to diverse representation and equal opportunities regardless of age, race, color, religion, gender, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.

Is prior experience in customer service or medical information necessary?

While not explicitly required, knowledge of customer center or medical information operations is preferred and could benefit the candidate.

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Lilly

We're a medicine company turning science into healing to make life better for people around the world.

Manufacturing & Electronics
Industry
10,001+
Employees
1876
Founded Year

Mission & Purpose

Eli Lilly and Company is a global pharmaceutical firm dedicated to discovering, developing, and delivering innovative medicines that improve patient outcomes worldwide. Their ultimate mission is to make life better for people around the globe through high-quality healthcare solutions. The purpose of the company is to create medicines that help people live longer, healthier, and more active lives, while maintaining a commitment to ethical standards, scientific excellence, and integrity in all their operations.