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
MS Office, Sales Force, Veeva
Interaction Client Phone system
Internal Number: 51941
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.