Medical information Contact Center Representative社

面议

市辖区

发布时间：2023-09-06

职位描述

MAIN REPONSIBILITIES / DUTIES
The Medical Information (MI) function works to become a renowned center of MI excellence and be regarded by our customers as a trusted asset for medical information and strategic insights for improving patient care.
Medical information contact center representative is responsible for providing daily service to customers by handling inbound and outbound calls, responding inquiries, address concerns related to Viatris products and services via phone and/or email.




Daily Call Service to customers
o Provide customer service by answering or making calls to customers to understand their needs and inquiries with regards to Viatris products or services in a time-bound manner, demonstrate customer service excellence in answering incoming phones and retrieval of voicemail messages.
o Identify and deliver the specific answers to customers from effective package inserts, response documents, scripts, etc. If no effective documents in database, escalate the inquiry to MI specilists or other departments for guidance.




Daily emailbox (or other electric channels) monitoring and responding to customers
o Monitor the Viatris emailbox daily, provide customer service by respond to customers by understanding their needs and inquiries with regards to Viatris products or services in a time-bound manner, demonstrate customer service excellence in email writing or outbound calls.
o Identify and deliver the specific answers to customers from effective package inserts, response documents, scripts, etc. If no effective documents in database, escalate the inquiry to MI specilists or other departments for guidance.


Data entry and AE/PQC intakes
o With the consent of customers, capture and document customer information demographics, questions and the responses in the related fields accurately in MI system according to SOPs
o Identify potential adverse events (AEs) in inquiries, capture and document AE data/records to MI system, and sent to the designated pharmacoviliglance department within the timeline according to SOPs o Identify potential product quality complaints (PQCs) in inquiries, capture and document PQCs data/records to MI system, and sent to the quality department according to regulatory reporting requirements and internal quality and manufacturing standards. If necessary, follow-ups will be needed to address the PQCs with cooperation with quality department. o Understand and comply with all applicable policies, guidelines, and regulations related to the work

Create and Maintain Verbal Response or short responses in Chinese o Create and regularly maintain verbal response or short responses for frequently asked questions with guidance from MI specialists

REQUIRED SKILL SET
Training and Education
Bachelors, Masters degree in Pharmacy, Life Sciences/Health Sciences or related fieldProficiency in Microsoft Office packagesWorking experience in high volume telephone-based/call center customer service experience is preferred

Skill Requirements
Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice. Ability to maintain a positive and professional attitude, even in a challenging environment.Good English communication in oral and writing is preferred, but not mandatorySpeaking Korean or Cantonese is preferred, but not mandatory

Competencies

o Customer service



Demonstrates professionalism and presents a positive image of the company when called upon to interact with customers.


o Communication, verbal



Conveys thoughts in a clear, concise, and accurate manner. Uses correct grammar. Listens carefully and asks questions when necessary to ensure understanding.


o Communication, written



Conveys information in a clear, concise, and accurate manner.


o Computer literacy



Uses required computer hardware and software as productivity tools in performing work-related tasks. Enters information into company-required tracking programs with occasional outside assistance.


o Planning & organizing



Prioritizes time effectively based on work demands. Consistently meets timelines. Seeks management input with any difficulties in establishing priorities. Assists Study Manager in tracking compliance with study timelines.


o Problem solving & decision making

Seeks input from others when faced with a difficult situation. Makes sound decisions within the scope of responsibility. Focuses on resolving problems.

其他要求

招聘人数：1人
职能类别：其他运营推广职位

公司介绍

晖致（Viatris）是一家全球医疗健康公司。我们志在通过“可及”、“引领”以及“合作”三大途径实践我们的使命——帮助世界各地的人们在生命的每个阶段生活得更加健康。晖致在全球拥有多样化的产品组合，覆盖十多个治疗领域，涉及约1,400个化合物和生物制品，以及45,000名具备丰富专业知识的员工，共同服务全球165个市场。我们在中国约有5,000多名员工，业务覆盖全国300余个城市，已有20多个享誉全球的优质药品在中国上市。基于覆盖广泛治疗领域的产品和前瞻性的疾病管理理念，以及强大的商业能力和先进的数字技术，晖致致力于为中国市场提供以患者为中心的世界品质的药品和健康管理服务，助力健康中国2030宏伟目标的实现。