Medical Information Customer Experience Specialist (MICES)
Location: Walton Oaks, Tadworth, Surrey (Hybrid - 2 to 3 days on-site per week)
Language Requirements: English
Employment Type: Full-time, 9-month contract
Hours: 37 hours per week
Position Summary:
The Medical Information Customer Experience Specialist (MICES) is responsible for delivering high-quality medical and technical information to healthcare professionals, patients, and caregivers in their local language. This role requires a strong focus on customer service, with a commitment to accuracy, compliance, and promptness. The MICES may also support content management and contribute to various second-line activities within the therapeutic area team.
Key Responsibilities:
Medical Information Customer Experience Management:
* Respond to medical inquiries through various channels (phone, email, webform, live chat, postal mail) within established timelines.
* Accurately document inquiries and responses in line with Standard Operating Procedures (SOPs), Work Instructions (WIs), and regulatory guidelines.
* Report adverse events and product quality complaints as per regulatory requirements.
* Provide information in the customer's local language using approved Finnish-language resources.
* Support therapeutic area teams with tasks such as escalation management and content creation.
General Responsibilities:
* Ensure consistent and high-quality service across covered countries, supporting Medical Information IDM Customer Experience Country/Cluster Leads and colleagues.
* Identify and implement Continuous Improvement (CI) initiatives.
* Provide training and support to team members as required.
* Represent Medical Information (MI) in Pfizer Country Office (PCO) activities, including report creation, meeting attendance, and training of PCO colleagues.
* Manage Country Relationship responsibilities for specific markets.
* Participate in additional projects and act as a point of contact for other MI staff to ensure country-specific data is up to date.
Organizational Relationships:
The MICES will report to the Medical Information IDM Customer Experience Country/Cluster Lead within the Medical Information EUCAN team, which handles medical inquiries and supports customers across the region.
Education and Experience required:
* Degree in a life science/healthcare field required; Pharmacy Degree preferred.
* 1-2 years of experience in medical information or a relevant field.
* Previous customer service experience is essential.
* Deep understanding of regulatory and compliance issues related to medical functions.
* Strong communication skills, both oral and written.
* Experience with telephone systems, inquiry management systems, and medical writing.
* Ability to work independently and manage multiple tasks with strict deadlines.
* Strong decision-making skills and accountability.
* Self-awareness and adaptability in the face of organizational change.
* Occasional work on bank holidays may be required.
* Flexibility to work outside of standard hours when necessary
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Location: Walton Oaks, Tadworth, Surrey (Hybrid - 2 to 3 days on-site per week)
Language Requirements: English
Employment Type: Full-time, 9-month contract
Hours: 37 hours per week
Position Summary:
The Medical Information Customer Experience Specialist (MICES) is responsible for delivering high-quality medical and technical information to healthcare professionals, patients, and caregivers in their local language. This role requires a strong focus on customer service, with a commitment to accuracy, compliance, and promptness. The MICES may also support content management and contribute to various second-line activities within the therapeutic area team.
Key Responsibilities:
Medical Information Customer Experience Management:
* Respond to medical inquiries through various channels (phone, email, webform, live chat, postal mail) within established timelines.
* Accurately document inquiries and responses in line with Standard Operating Procedures (SOPs), Work Instructions (WIs), and regulatory guidelines.
* Report adverse events and product quality complaints as per regulatory requirements.
* Provide information in the customer's local language using approved Finnish-language resources.
* Support therapeutic area teams with tasks such as escalation management and content creation.
General Responsibilities:
* Ensure consistent and high-quality service across covered countries, supporting Medical Information IDM Customer Experience Country/Cluster Leads and colleagues.
* Identify and implement Continuous Improvement (CI) initiatives.
* Provide training and support to team members as required.
* Represent Medical Information (MI) in Pfizer Country Office (PCO) activities, including report creation, meeting attendance, and training of PCO colleagues.
* Manage Country Relationship responsibilities for specific markets.
* Participate in additional projects and act as a point of contact for other MI staff to ensure country-specific data is up to date.
Organizational Relationships:
The MICES will report to the Medical Information IDM Customer Experience Country/Cluster Lead within the Medical Information EUCAN team, which handles medical inquiries and supports customers across the region.
Education and Experience required:
* Degree in a life science/healthcare field required; Pharmacy Degree preferred.
* 1-2 years of experience in medical information or a relevant field.
* Previous customer service experience is essential.
* Deep understanding of regulatory and compliance issues related to medical functions.
* Strong communication skills, both oral and written.
* Experience with telephone systems, inquiry management systems, and medical writing.
* Ability to work independently and manage multiple tasks with strict deadlines.
* Strong decision-making skills and accountability.
* Self-awareness and adaptability in the face of organizational change.
* Occasional work on bank holidays may be required.
* Flexibility to work outside of standard hours when necessary
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