Expectations of this role include providing technical and medical information with high quality customer service. In addition the MIA will be responsible for researching and preparing responses
Frontline Medical Information Request management:
•Researching and responding to inquiries received via phone, email, internet or mail.
•Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines.
•Responsible for identifying and recording, or triaging to responsible designee, adverse events and product quality complaints as well as processing fulfillment.
Escalated Enquiry Management:
•Exhibits broad knowledge of assigned therapeutic area and a solid understanding of pertinent disease state(s).
•Handles escalated MI inquiries from various sources.
•Creates and maintains MI documents by ensuring that responses are medically and scientifically accurate, timely, balanced, and meet customers’ needs.
•Ensures the alignment of response documents to global/regional/local labelinglabelling and licensing for all the Countries we support.
•Maintains compliance with corporate and departmental trainings, SOPs and WIs.
•Ensure continuity and quality of service for customers across all countries of cover by supporting Operations 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 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.
•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.
Qualifications (i.e., preferred education, experience, attributes)
Bachelor’s degree in a science/health-related field (Pharmacy Degree Preferred).
Some Pharmacy/Hospital experience preferred
Medical Information/Pharmaceutical experience preferred
Customer Service experience
Technical Skill Requirements
•Understanding of the regulatory and compliance issues relating to the medical function
•Strong oral and written communication skills
Demonstrated interpersonal skills High level of Proficiency in both written and spoken English and Swedish
Medical Writing experience advantageous.
Excellent verbal and written
Excellent verbal and written communication skills.
Ability to interpret and relay technical information.
Proficiency with computer and software applications (i.e., Microsoft office).