DirecciónJob Description :
Medical Services Specialist with Germanand Spanish and English languages
Medical Services Specialist - a customer-focused individual who serves as the primary resource for customers contacting the Information Center regarding products and services.
The Medical Services Specialist utilizes his / her healthcare experience and product / disease state training to effectively and consistently communicate specific product and / or disease state information via telephone, e-mail and written communication.
The variety of subjects handled is extensive (e.g., product information, pricing, patient education materials, product quality complaints, adverse experiences and more).
The Medical Services Specialist utilizes excellent communication and organizational skills while working independently in a call center environment.
They must be able to build rapport with customers, both internal and external, establishing and maintaining customer relationships, while responding to customers’ inquiries.
Additionally, the Medical Services Specialist may contribute to outbound initiatives, making contact with customers to deliver specific product messages.
Responsibilities :
- Manage all customer inquiries to successful resolution
- Provide product and disease state information covering both on and off label information within the guidelines of Standard Responses
- Provide world-class customer service and immediate resolution to inquiries at the point of customer contact
- Effectively and consistently communicate messages, timely product information and / or specific offers to physicians, health care staff and / or consumers via outbound tele-service.
- Evaluate and escalate calls as appropriate
- Respond to non-phone customer inquiries (e.g., e-mail, fax)
- Comply with all industry regulations including adverse event and product quality processes
- Manage all assigned project work in a timely manner
- Maintain up-to-date knowledge of product, medical, disease and industry information
- Obtain pertinent customer information and record customer interactions in appropriate systems
- Communicate customer calls, issues, trends, programs and solutions
- Interact with team members to manage a broad number of products, medical and business issues and share best practices
Qualifications :
- German native level C1 / C2 and Spanish B2+ and English B2+. Ability to converse to a high standard (both verbally and in writing)
- Previous experience in a call center environment preferred
- Required fluent in German, Spanish and English (able to read, write and speak all three languages)
- Experience providing medical information and customer service to healthcare professionals over the phone strongly preferred
- Demonstrated competency using information technology, PCs and databases
- Excellent verbal, telephone communication and written skills required
- Ability to multitask
- Good problem solving and decision-making
- Good time management skills
- Good interpersonal skills
- Good organizational skills
- Team player attitude
Education :
- Candidate holding a certificate testifying to a successfully completed course of university studies in pharmacy, chemistry, biology, human or veterinary medicine and the corresponding passed examination,
- Assistants of pharmacists, as well as persons who have completed training as technical assistants in the fields of pharmacy, chemistry, biology, human or veterinary medicine.
Closing :
