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Danish Medical Information Analyst

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  • Date Listed 20/07/2017
  • Location
  • Advertised By Agency
  • Job Type Full-Time
Enquiries Management
  • Handling calls requesting product information from healthcare professionals and the general public.
  • Answering calls in a courteous, professional manner with predefined answers/resources.
  • Handling of queries from patients by providing balanced, accurate and non-promotional information.
  • Identification of queries containing either adverse events or product quality complaints and handling these in accordance with the appropriate standard operating procedures.
  • Accurate recording of all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
  • Facilitates fulfilment of customers’ requests.
  • Escalate all enquiries without predefined answers to a more specialized area in accordance to Good Escalation Practices.
  • Other duties and special projects that are assigned by management. (experience related)
  • Utilize computer technology to handle high call volumes.
  • Ensures optimal customer satisfaction.

Create, Promote and Maintain Operational Excellence
  • Shares most effective methods and practices with colleagues satisfy customer needs and provide input/feedback to continuously improve daily processes.
  • Maintains and enhances Lilly product and organizational knowledge.Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variances.Responds to Crisis/Red Flag calls and refer to Medical Information staff until resolution.Participates in internal and external educational opportunities relevant to the Medical Information or customer service environment. Attends or reviews 100% of team meetings annually.

Compliance
  • Understand and follow all compliance policies, laws, regulations and The Red Book.
  • Integrate compliance into daily activities.
  • Comply with any corrective actions.
  • Cooperate with investigations, monitoring and audits.
Depending on experience level – peer to peer coaching.

Basic Qualification
  • Bachelor´s degree or equivalent related business experience.
  • Knowledge of contact center or medical information operational experience preferred.
  • 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.
  • Experience of software packages such as Word, Excel and Outlook.
  • Sound background to understand national health care systems and organizational hierarchies

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