Medical Information Customer Experience Specialist

6 days ago

Sydney, New South Wales, Australia Pfizer Full time

Why Patients Need You

Pfizer's Worldwide Medical and Safety colleagues play a key role in connecting evidence based medical decision support with colleagues and stakeholders to enable better health and treatment outcomes. Whether you are providing unbiased, medically necessary expertise or investigating how to close gaps in data, our mission is simple. Empower healthcare decisions regarding the safe and appropriate use of medicines for patients.

What You Will Achieve

You will provide professional first-line support to Health care Professionals and consumers via inbound call centres for Medical Information and in house patient support programs. You will have a broad knowledge of customer facing functions at Pfizer and the overall customer journey through Pfizer in order to orchestrate an ideal customer-centric experience.

You will support Medical Information content strategists, Customer Experience Managers and Channel Leads in implementing and testing tactics associated with customer experience, channel and content operational efficiency, serving as the voice of our customer to continually simplify & improve our processes with the aim of customer-centricity.

It is your hard work and focus that will make Pfizer ready to achieve new milestones and help patients across the globe.

How You Will Achieve It
- Have a high degree of clinical knowledge about Pfizer prescription medicines
- Provide Customer Query responses to drive optimal use of Pfizer Medicine and aid decision making in the care of patients
- Deliver accurate and balanced query response to internal and external customers via researching medical information from local and global databases
- Create and update local standard response documents based on actual and anticipated customer demand for general query (non-product related)
- Support launch excellence when required
- Identify adverse events and product complaints and handle as per processes
- Exhibit a broad knowledge of customer facing functions at Pfizer and onboarding of customers to their preferred Pfizer channel platforms
- Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement
- Test tactics associated with customer experience and channel operations
- Participate in Medical Information projects
- Be a part of a fast paced, innovative and supportive team that spans across multiple countries and cultures

**Qualifications**:
Must-Have
- Bachelor's Degree or Life Science Degree. B.Pharm or M.Pharm (preferred)
- 1-2 years of experience in Medical Information or relevant work experience in patient/ health counselling or drug information
- Strong oral and written communication skills
- Excellent customer service call handling skill
- Good working knowledge of Microsoft Word, PowerPoint and Excel

Nice-to-Have
- Experience in onboarding patients or health care professionals to digitally enabled medical or customer programs.
- Ability to integrate data, summarize and communicate at point of service.

Work Location Assignment: Hybrid

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

Medical

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