The role of a Medical Information Agent is to provide excellent and efficient Tier 1 Medical Information support to Healthcare professionals, patients and other customers & to complete the relevant documentation for these queries. The customer queries are received either by telephone, email or web chat. The majority of queries for most markets are via telephone, thus primary responsibilities encompass phone coverage
Manage customer queries regarding products/medical devices from healthcare professionals, patients and other customers in a courteous, professional manner with predefined answers/resources that are balanced, accurate and non-promotional. Escalations to product specialist may be required when the predefined answers do not answer queries.
Log all queries received via email and assign accordingly between the Medical Information Agents and Analysts
Accurate recording of all customer queries in the medical information database in a concise, thorough, and accurate manner in line with Good Documentation Practices.
Identification of customer queries containing either Adverse Events/Product Quality Complaints and handle those in accordance with appropriate operating procedures.
Maintain and enhance Lilly product and organizational knowledge.
Support global/regional Medical Information projects with a key focus on excellence & knowledge, efficiency & customer experience
Support the overall Medical Information team by demonstrating flexibility in providing cover for team members and training of new team members
Ensure optimal Customer satisfaction
Ability to proactively & effectively analyse & resolve problems
Ability to effectively prioritize and complete key tasks and deliverables in a dynamic, evolving environment
Able to respond succinctly, objectively, accurately and empathetically to customer needs, managing their expectations effectively
Ability to work in regional/global team environment and communicate effectively with external customers and internal business partners of all levels & disciplines
Systems (Included in Resp section in 2XB)
MS Office, Sales Force, Veeva
Interaction Client Phone system
Qualifications (Qualifications section in 2XB)
Bachelors degree with relevant customer service experience. Business experience such as medical sales representative will also be considered.
Fluency in English & XXXXXXXX language
Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
Good time management skills
Excellent written skills to succinctly, accurately and objectively respond to customer queries
The GBS focuses on the following foundational pillars across the full organisation to ensure a solid and consistent approach to running our business (Additional Information section in 2XB):
Demonstrate a strong compliance oriented mindset & help to build a strong compliance culture
Familiarise with all applicable policies, documentation & training materials to ensure you operate in a fully compliant manner
Ensure ownership for all applicable Operational controls for your area
Support all investigations, monitoring and affiliate audits as required
Ensure high levels of confidentiality to protect customer sensitive data
Actively work with the core team members, customers & internal business partners to build effective working relationships
Demonstrate excellence in all interactions with our external customers & GBS internal business partners
Focus on measuring & improving our customer's experience with the GBS
Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture
Actively work with the core team members & Regional/Global Medical Information team to drive improvements for processes
Internal Number: 49146
About Eli Lilly & Company
Company Overview At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 39,000 employees worldwide work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.