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Frontline Medical Information Request Management:
Research and respond to inquiries received via phone, email, internet or mail within the required timelines and standards.
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 and Norwegian
Secondline Medical Information Content Management:
Exhibit broad knowledge of assigned therapeutic area and a solid understanding of pertinent disease state(s).
Handle escalated MI inquiries from various sources.
Create and maintain MI documents by ensuring that responses are medically and scientifically accurate, balanced, and meet customers' needs.
Ensure the alignment of response documents to global/regional/local labeling and licensing for all the appropriate countries.
Maintain compliance with corporate and departmental trainings, SOPs and WIs.
Ensure continuity and quality of service for customers across all countries of cover by supporting Operations Supervisor and relevant MI colleagues.
Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement.
May be required to provide training and support to other team members.
Training & Education Required:
BSc or higher in a science/health-related field
Pharmacy Degree Preferred
Prior Experience Required:
1-2 years of medical information or relevant work experience
Customer Service experience