Medical Information Associate
Surrey based (Remote working currently but requirement will be to attend site a couple of days week once back open)
12 months Contract
37 hours per week
PAYE - 18.45p/h - 20.52p/h Umbrella - 20.68p/h - 23p/h
CPL are looking for a The Medical Information Associate (MIA) to provide technical and medical information with high degree of quality customer service in the local language. In addition the MIA will be responsible for researching and preparing responses for medical inquiries in English. The MIA may also assist with secondline content management activities. The MIA will report to the Frontline Manager within Medical Information EMEA.
Frontline Medical Information Request Management
Research and respond to inquiries received via phone, email, internet or mail within the required timelines and standards.
Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines.
Identify and record, or triage to responsible designee, adverse events and product quality complaints as well as process fulfillment.
Provide response in customers local language using approved resources in English.
Secondline Medical Information Content Management
Exhibit broad knowledge of assigned therapeutic area and a solid understanding of pertinent disease state(s).
Handle escalated MI inquiries from various sources.
Create and maintain MI documents by ensuring that responses are medically and scientifically accurate, balanced, and meet customers needs.
Ensure the alignment of response documents to global/regional/local labelling and licensing for all the appropriate countries.
Maintain compliance with corporate and departmental trainings, SOPs and WIs.
Ensure continuity and quality of service for customers across all countries of cover by supporting Frontline Manager and relevant MI colleagues.
Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement.
May be required to provide training and support to other team members.
Represent MI in required Country Office (PCO) activities and communicate with and raise awareness of MI to PCO and Business Units (BUs) which may include (but not limited to) the creation of reports, attendance at relevant meetings and training of PCO colleagues.
May support the Country Relationship Manager (CRM) or act as CRM for a specific market(s)
May participate in additional projects within MI.
Act as a point of contact for other MI staff, ensure country specific data is relevant and up to date and MI is informed of any country based issues in a timely manner.
Education and Experience
Degree in a life science/healthcare field required
Pharmacy Degree preferred
1-2 years of medical information or relevant work experience
Customer Service experience
Understanding of the regulatory and compliance issues relating to the medical function
Strong oral and written communication skills
Demonstrated interpersonal skills
English language and if possible an additional European language is highly desirable but not essential.
May be required to work occasional bank holidays.
May be required to work hours outside of the normal local working hours.
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
High level of Proficiency in both written and spoken English. An additional European language is highly desirable but not essential in the following languages (Norwegian, Danish, Finnish, Swedish, Italian, Spanish, Portuguese, Dutch, Polish, French, German, or Greek) and ability to translate between the two
Excellent customer service, verbal and written communication skills
Inquiry Management Systems
Ability to work independently, prioritize and manage multiple tasks whilst meeting deadlines
Makes good decisions in a timely manner
Takes personal responsibility for own work, pushes self and others to exceed goals and deliver results
Understands and can manage own strengths and limitations, and recognizes how others respond to their behaviours.
Demonstrates perspective and poise in the face of uncertainty and effectively gets things done amidst organizational change
Establishes positive colleague relationships which furthers collaboration and cooperativeness
If you think this role is the role for you, please apply within or send your CV to firstname.lastname@example.org
- Agency: Cpl Life Sciences
- Contact: Mark Bathe
- Reference: JO-2201-482994
Website: Cpl Life Sciences
- Posted: 7th January 2022
- Expires: 4th February 2022