Analyst - Medical Information

Job No.
NJS/VL.LL.5.2

Nature of Business
Pharmaceutical - Shared Services for American global pharmaceutical company

Job Description
Enquiries Management:
- Handle calls requesting product information from HCPs and other customers.
- Answer calls in a courteous, professional manner with predefined answers / resources.
- Handle of queries from patients by providing balanced, accurate and non- promotional information.
- Identify queries containing either adverse events or product quality complaints and handle these in accordance with the appropriate operating procedures.
- Accurately record all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
- Support Tier 2 Medical Information organization with the maintenance of the knowledge database.
- Facilitate fulfilment of customers' requests.
- Escalate all enquiries without predefined answers according to defined processes.
- Other duties and special projects that are assigned by management (experience related).
- Utilize computer technology to handle high call volumes.
- Ensure optimal customer satisfaction.
- Create, Promote and Maintain Operational Excellence.
- Share most effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes.
- Maintain and enhance Company Product and organizational knowledge.
- Support organizational changes. Demonstrate flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variance.
- Participate in internal and external educational opportunities relevant to the Medical Information or customer service environment. Attend team meetings regularly.
- Response to Crisis / Red Flag calls and refer to Medical Information staff until resolution.
Compliance:
- Integrate compliance into daily activities.
- Comply with any corrective actions.
- Cooperate with investigations, monitoring and audits.
- Depending on experience level - peer to peer coaching.

Requirements
- Bachelor degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialist or a related discipline, or a relevant equivalent business experience. Business experience such as medical sales representative will also be considered.
- Educational / work background in a health care, medical affairs, clinical development, scientific or medical communications field is required.
- Knowledge of customer centre or medical information operational experience.
- Sound background 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.
- Experience of software packages such as Word, Excel and Outlook.
- Other Asian language skills would be an advantage such as Mandarin, Korean and Japanese.

Location
Petaling Jaya, Selangor

Salary
RM 5,000 - RM 7,000(negotiable according to the relevant working experience) + RM 500 - RM 1,500 (Language Allowance- depending on level of proficiency).

Updated on : 18 / 08 / 2020