MAIN REPONSIBILITIES / DUTIES
Medical Information (MI) is a global customer-focused group that is responsible for responding to unsolicited medical inquiries regarding Pfizer products, from customers that include consumers, healthcare professionals (HCPs).
The Medical Information Officer (MIO) performs both the frontline and secondline activities of Medical Information. Providing technical and medical information with high quality customer service in the local language and researching and preparing responses for medical inquiries in English to be used locally and/or regionally.
Customer Facing Medical Information Request Management:
Research and respond to inquiries received via phone, email, internet or mail within the required timelines and standards.
Exhibit broad/general understanding and knowledge of common product information and enquiries for the local country. Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines.
Identify and record, or triage to responsible designee, adverse events, and product quality complaints as well as process fulfillment.
Provide response in customer’s local language using approved resources in English.
Work with the Senior Medical Information Officers and/ or Medical Information Managers for the local markets to support the local Medical Information activities as needed.
Secondline Medical Information Content Management:
Exhibit broad knowledge of assigned therapeutic area and a solid understanding of pertinent disease state(s).
Handles escalated MI inquiries. Create/customize (localize) and maintain MI documents for use locally and/or regionally, by ensuring that responses are medically and scientifically accurate, balanced, and meet customers’ needs.
Ensure the alignment of response documents to global/regional/local labelling and licensing for all the appropriate countries.
Review and approve MI documents as per need.
Maintain compliance with Corporate and departmental trainings, SOPs and WIs.
General Responsibilities
Ensure continuity and quality of service for customers across designated countries of cover by supporting MIMs and/or relevant MI colleagues as needed.
Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement.
Collaborate and/or provide training and support activities as needed.
Support to represent MI and raise awareness in required Pfizer Country Offices (PCO) to corresponding stakeholders as needed.
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.
May be required to support with project management and/or some administrative activities.
EDUCATION & EXPERIENCE
BSc or higher in a science/health-related field.
Pharmacy Degree preferred.
1-2 years of medical information or relevant work experience.
Customer Service experience.
REQUIRED SKILL SET
Functional / Technical Skills:
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
High level of Proficiency in both written and spoken English and at least one other required language as per need and ability to translate between the two
Excellent customer service, verbal and written communication skills
Technical (i.e., Telephony and/or other Systems)
Inquiry Management Systems
Medical Writing
Ability to work independently, prioritize and manage multiple tasks whilst meeting deadlines
Acts Decisively: Makes good decisions in a timely manner
Seizes Accountability: Takes personal responsibility for own work, pushes self and others to exceed goals and deliver results
Self Awareness: Understands and can manage own strengths and limitations, and recognizes
Change Agile: Demonstrates perspective and poise in the face of uncertainty and effectively gets things done amidst organizational change
Peer Relationships: Establishes positive colleague relationships which furthers collaboration and cooperativeness.
Work Location Assignment: On Premise
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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