Act as a first line of contact in regard to medical and scientific enquires for Theramex products for patients, medical professionals and other internal/external stakeholders.
Key Duties and Responsibilities
Handling first and second line medical enquiries from all sources (i.e. emails, calls, letters etc.);
Provision of scientifically sound responses to medical information enquires;
Timely evaluation and escalation of the enquires as/ when required i.e. triage of adverse events (AEs), product quality complaints (PQCs), complex medical information enquires;
Ensure that relevant and accurate information is logged in the Theramex tracking system;
Periodic reconciliation of the enquiries, AEs and PQCs with the relevant departments within Theramex;
Handling of non- medical information enquires and provision of excellent customer service;
Make outbound calls to members of public where follow up action is required;
Preparation of standard responses and Frequently asked questions documents for Theramex products;
Any other ad hoc tasks/duties considered appropriate to the role
Minimum Requirements (Experience & Education)
Qualifications and Training:
Education to Bachelor or Master’s degree in science (i.e. biology, chemistry, pharmacy, other)
Fluent written and spoken Spanish
Fluent written and spoken English
Experience (preferred but not essential):
Call Centre, Control Room or other Customer Service environment
Skills:
Excellent Customer Service skills
Excellent keyboard skills
Possess a high level of communication skills.
Able to assimilate information quickly to make informed decisions and act accordingly in line with policy, practices and procedures
Demonstrate good written, analytical and listening skills
Medical Information Officer with Spanish