Medical Information Associate in Cork

Job Description

Join American pharmaceutical leader Eli Lilly and Company, currently hiring Medical Information Associate in Cork, Apply Lilly careers in Cork Cork.


Position : Medical Information Associate

Location : Cork, Ireland

Job id: R-33081


Job Details

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 35,000 employees around the world 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.At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is located in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying. At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives.  Central to all that we do are our talented and motivated professionals, circa 950 of whom are based at our Global Business Solutions centre in Little Island, Cork.  There we boast vibrant workforce made up of over 38 nationalities, speaking over 27 languages.

Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business?  And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Care, Global HR Data Management, Clinical Trial Management and Scientific Communications, and more to come on stream across 2022.

This, along with the recent physical expansion of the Little Island campus, means there has never been a more exciting time to be part of the GBS story!  Mirroring the existing Island House building, the new Island Hall facility extends our overall capacity where Lilly offers a premium workspace across both buildings, complete with flexible working options, healthcare, pension and life assurance benefits, subsidised canteen, wellbeing facilities, travel subsidies, on-site parking and much more.

At the GBS, it’s not just about what we do today, but how we can continuously improve and innovate for present and future operations.  We view the development of our highly skilled workforce in much the same way and want to grow your role into an empowering and fulfilling career here at Lilly.  Therefore, with the sole purpose of employee progression, weekly Manager 1:1s, a dedicated Learning & Development service and Educational Assistance schemes all await you.

Above all, it’s about being part of an open, welcoming and inclusive culture, one that is further enhanced by the dedication of our committees – Team Lilly Culture, Diversity & Inclusion, Corporate Social Responsibility and Health Safety & Environment.PurposeThe purpose of the Customer Excellence & Medical Solution role is to:Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customer (e.g. healthcare professionals, patients).Align to the standards and with a focus on customer experience (CX).Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.Digital Solution specifics:Ensure immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process.Process Replacement and Retrieval of specific products using the agreed processes with the relevant Vendors.Customer Excellence & Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that:are meaningful and relevant to customers enables informed and balanced treatment decisions that enhance patient careadvances the quality and transparency of Lilly research.Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between Lilly’s products and services and our customers (healthcare professionals or patients). Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually. Careful listening to customer needs and a quality response to their inquiry is associated with a positive customer experience (CX).ResponibilitiesEnquiries ManagementHandle calls requesting product information from HCPs and other customers.Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.Accurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.Support the organisation with the maintenance of the knowledge database.Facilitate fulfilment of customers’ requests.Escalate all enquiries without predefined answers according to defined processes.Utilize computer technology to handle high call volumes.Ensure optimal customer satisfaction.Create, Promote and Maintain Operational ExcellenceShare most effective methods and practices with colleagues to satisfy customer needs and provide input/feedback to continuously improve daily processes.Maintain and enhance Lilly product and organizational knowledge.Support organizational changes and demonstrate flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variances.Participate in internal and external educational opportunities relevant to the function or customer service environment. Attend team meetings regularly.Response to Crisis/Red Flag calls and refer to staff until resolution.Specific to Digital Solution responsibilities:Follow the local complaint procedure for complaint management.Escalate critical product complaints to the Local Quality Representative & the Local Responsible Complaint Person at Marketing Affiliates as per local process.ComplianceIntegrate compliance into daily activities.Comply with any corrective and preventive actions.Cooperate with investigations, monitoring and audits.Ensure adverse event and product complaints are processed within timelines and procedures.PartnershipIdentify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise.Liaise with partners to support business operations (e.g. systems expertise/training).Specific to Digital Solution responsibilities:Maintain a good business relationship with the Regional Centre to manage complaints.Maintain relationships and communication with Local/Global Patient Safety.Additional responsibilities – depending on the competency and experienceDelivery & Operational ExcellenceEnsure team deliver services that meet customers’ needs (internal and external), with a focus on excellent customer experience and goals.Ensure readiness to support the successful EU launch of new products/indications.Ensuring optimization and improvement where required.Monitor and report on a regular basis on self-monitoring to ensure quality standards in MI request handling.Develop and maintain content.People and CultureFulfil people management responsibilities including recruitment, performance management and training including individual development plans.Mentor and coach team members and other functions/roles, nurturing an environment where they can excel through encouragement and empowerment.Optimizing cross-functional collaboration and teamwork.Create a culture of empowered decision making, shared learning, risk taking and lean operations.Participate in cross-functional succession planning and talent development.Partnership and OutreachMaintain effective partnerships with relevant business partners to leverage the team’s expertise to appropriately support strategic objectives and initiatives.Minimum QualificationsBachelor’s degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or 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 to understand national health care systems and organizational hierarchies.Other Information/ Additional PreferencesExcellent 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.Proficient computer skills.Knowledge of customer center or medical information operational experience.Project management experience would be an advantage.Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.



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