Virtual Health Representative

8 months ago

Sydney, Australia Pfizer Full time

Why our Patients Need You

Pfizer Australia vision is to create an industry leading capability designed to meet our customers where they are by deploying innovative approaches to increase brand awareness, knowledge and understanding of the science and our products, while enhancing our relationships and relevance with our customers.

What You Will Achieve

The Virtual Health Representative will be a key intelligence point for customers and a central connection point to Pfizer for customers that reach us via telephone or online. This role will virtually support HCP’s with a portfolio of Pfizer Medicines and will also help customers to navigate Pfizer’s Health Care Professional Portal and find the therapeutic information they need for their patients. The Virtual Health Representative will be responsible for delivering an exceptional customer experience via an individualised approach, tailored to the needs of the customer and will know the right internal Pfizer experts to connect customers to if necessary.

This colleague will draw on healthcare knowledge and understanding of Pfizer’s resources and product portfolio, so that customers achieve the solutions they need.

How You Will Achieve It
- Engage on promotional science-based brand messages where product could support HCP in meeting patient need as well as focusing on broader range of content (e.g disease state)
- Responsible for onboarding customers to new operating model and to new platforms (e.g., Digital Engagement Portal)
- Drive identified customers to the digital service and open a world of trusted materials and support that can be tailored to their needs. The Virtual Health Representative will support customers to get the best value from the services, in conjunction with the field-based Pfizer Health Representative team who are providing on the ground support to customers.
- Lead relationships with Health Care Professionals across the Nation - this will include Doctors, Nurses, Pharmacists etc
- Respond to customers’ enquiries about the digital offering and support them to navigate and use the technology.
- Listen to customers’ needs and find solutions by offering counsel and advice on products matched to patient needs, pointing them in the direction of further resources and information, and connecting them with internal Pfizer resource for further support.
- Seek and develop awareness of external market conditions to drive exceptional customer support and insights; connecting customer discussions with external trends and internal developments within Pfizer.
- Establish a strong working relationship with the field-based Pfizer Health Representative Team and KAM team and sharing insights from customers to make our digital service offering even better.

Must Have
- A healthcare background (e.g. pharmacist, nurse) with solid knowledge of the industry.
- Comprehensive understanding of the available digital service and how to support our customers in using the technology.
- An enduring commitment to always delivering meaningful customer experiences, with strong written and verbal skills to help build trust and deliver value.
- A natural ability to connect with people, with previous customer-facing experience desired.
- Analytical skills to identify the connections between data, products and the needs of both Health Care Professionals and patients.
- Agility, adaptability to change and seasoned negotiation skills.
- Can do attitude and a work ethic underpinned by determination and commitment

Work Location Assignment: Flexible

Work Location Assignment: Flexible

At Pfizer we care about our colleagues’ wellbeing and offer a range of great benefits for them, including:
- Paid parental leave- Access to Health & Wellness apps- Career Growth Experiences program- Recognition & rewards program- Paid volunteer days- Life Insurance Benefits- Pfizer Learning Academy access to top content providers- Access to flu vaccines & skin checks- Options to purchase additional leave- Salary packaging & novated lease options

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