天津招聘

职位描述：
Medical Information Specialist-Hotline
Job Description


Department 部门

Clinical Development & Medical Affairs

Basic Purpose of the Position 职位基本目标

To provide customer oriented medical information service on BI products and BI target therapeutic areas, to both external & internal customers, within company policies and local regulations, to enhance Boehringer-Ingelheim’s image in the scientific community.

Accountabilities 工作职责

Routine hotline management：
Classify the categories of inquiries from internal & external customers and response appropriately or escalate to relevant internal experts if needed, record accordingly. Report AE or product complaints to relevant dept. in comply with corporate SOPs and local regulation.

Maintain and update Hotline FAQ documents:
Identify new FAQs or continue to update FAQs based on incoming inquiries, prepare scientific, accurate and latest answers, get review and approval of FAQs from medical dept.

Medical information mailbox management:
Make sure all the corresponding cases transferred to vendor, quality check on its literature service. Handle with CHC enquiries and full-article search from external & internal customers. Maintain all the enquiry records and implement quarterly vendor payment.

Optimize medical hotline operation procedure and deliver medical intelligence service under the guidance of supervisor, including but not limited to improvement on cross-function cooperation, deliver of enquiry analysis report.

Related Performance Indicators 相关业绩指标

Finish customers’ inquiries within 2 working days.
Transfer AE case report in 24hrs and Complaint report in comply with corporate SOPs and local regulation.
No missed calls or non-checked messages
Update FAQ documents regularly, i.e. quarterly.

Prepare new product FAQs 2 months before launch.
Confirm the literature requests transferred to vendor within 1 working day.
Daily check with the outcome & timeline on vendor’s response and document if needed.
Response to CHC enquiries and full articles requests within 10 working days.
Regular enquiry analysis report for new products.

Required Education 所需教育背景

Bachelor/Master in Medicine or Pharmacy

Required Experience 所需工作经验/背景

Working experience in multinational pharmaceutical industry for 1-2 years, medical department preferred.
Good customer services skills in a customer-focused environment, like communication skills, including listening and questioning skills.
Good English reading and writing skills.
Good knowledge of computer software, especially in Microsoft Office and Internet. 举报 分享

We are a global provider of consulting, and outsourced development and commercialisation services to pharmaceutical, biotechnology, medical device and government and public health organisations. We focus our innovation on the factors that are critical to our clients – reducing time to market, reducing cost and increasing quality – and our global team of experts has extensive experience in a broad range of therapeutic areas. ICON has been recognised as one of the world’s leading Contract Research Organisations through a number of high-profile industry awards.