Job Description
Summarized Purpose:
Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer servce. Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. The information provided will be given to a level in parallel with the individual's expertise, experience and training.
Essential Functions and Other Job Information:
• Responds accurately and professionally to technical and medical information
inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products. Processes fulfillments and provides clinical trial information or after-hours on call support.
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• Analyzes caller's questions to formulate an accurate and concise response
using client-approved resources and records inquiries and interactions in the
appropriate databases following organizational, client and regulatory
guidelines.
• Identifies, records and triages adverse events and product complaints
according to organizational, client and regulatory guidelines and provides
additional support (including follow up) as needed.
• Maintains knowledge of project and corporate policies and procedures
including client products, SOPs, protocols, GCPs, and all applicable regulatory
requirements.
• Works with internal and external client contacts to resolve inquiries. As
needed, researches medical literature and drafts responses for such inquiries.
• Provides administrative support as needed.
Education and Experience:
High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification.
Technical positions may require a certificate.
Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 4 years) including 1+ year of medical or life-sciences experience, training or education.
In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.
Language:
Advanced/fluent English is mandatory.
Knowledge, Skills and Abilities:
• Strong verbal and written communication skills
• Strong language skills (comprehension, speaking, reading and writing)
• Solid computer and keyboarding skills
• Good interpersonal skills
• Ability to work independently as well as part of a team.
• Ability to interpret client provided medical and technical information
• Organizational and time management skills
• Ability to maintain a positive and professional demeanor in challenging circumstances.