Job Description
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 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.
Eli Lilly Cork is made up of a talented diverse team of over 1,400 employees across 38 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials, and more.
Lilly offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. In-house People Development services, Educational Assistance, and our 'Live Your BEST Life' wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.
Customer Excellence & Medical Solution Role
The role of the Associate / Senior Associate - Customer Excellence & Medical Solution is to support Medical Information Services in Europe. The successful candidate will be responsible for providing timely, professional and quality responses to medical/pharmaceutical inquiries from customers, aligning to the standards and with a focus on customer experience (CX).
Main Responsibilities:
- Enquiries Management
- Handle 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.
- 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 Excellence
- Share 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 organisational 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.
- Respond to Crisis/Red Flag calls and refer to staff until resolution.
- Compliance
- Integrate 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.
- Partnership
- Identify 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).
Additional Responsibilities:
- Delivery & Operational Excellence
- Ensure 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 Culture
- Fulfil 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 Outreach
- Maintain effective partnerships with relevant business partners to leverage the team's expertise to appropriately support strategic objectives and initiatives.
Requirements:
- Bachelor'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.
- Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organisational hierarchies.
- Fluency in English and Native-level French.
Preferred Qualifications:
- Excellent 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 centre or medical information operational experience.
- Project management experience would be an advantage.