Spanish Medical Solutions Associate.

Customer Excellence & Medical Solution, Medical Information Europe Spanish speaker

Location: Cork, Ireland – Relocation is mandatory!!!

Fixed-term contract for 24 months with a view to renewal or a direct indefinite contract with the company

Contingency contract

Salary: €40k-€45k DOE (https://salaryaftertax.com/ie/salary-calculator )

Full-time position based on a hybrid model with twice-a-week attendance in the office

Required: EU Passport (we do not offer visa sponsorship for this role)

The purpose of the Customer Excellence & Medical Solution role is to

• Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customers (e.g. healthcare professionals, patients).
• Align to the standards and with a focus on customer experience (CX).
• Document all medical information queries in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.
• Report adverse events and product complaints collected while processing unsolicited requests.
• Act as the primary scientific/medical expert for Medical Information.

Customer Excellence & Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that:

• are meaningful and relevant to customers
• enables informed and balanced treatment decisions that enhance patient care
• advances the quality and transparency of the company research.

Answers to unsolicited medical requests from customers are provided via traditional channels (phone/email) and, increasingly, virtually. Careful listening to customer needs and a quality response to their inquiry are associated with a positive customer experience (CX).

Primary Responsibilities

1. Enquiries Management

• Handle customers’ queries received through all channels by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
• Apply scientific/medical expertise in Medical Information standards to deliver compliant, tailored responses to different audiences through all channels (English and local language).
• Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.
• Accurately record all medical and pharmaceutical communication transactions into the appropriate database.

Documentation must be concise, thorough, and accurate, in accordance with Good Documentation Practices.

• Optimise CX using advanced interaction skills together with high-level technological solution skills.
• Support the organisation with the maintenance of the knowledge database.

1. Create, Promote and Maintain Operational Excellence

• Share most effective methods and practices with colleagues to meet customer needs and provide input/feedback to continuously improve daily processes.
• Maintain and enhance the company’s product and organisational knowledge.
• Support organisational changes and demonstrate flexibility in providing coverage and/or availability for the management of customers’ enquiries via scheduling adjustments for unexpected absences, events, or request volume variances to ensure business continuity.
• Participate in internal and external educational opportunities relevant to the function and the delivery of an optimal customer experience.

1. Compliance

• Integrate compliance into daily activities and working practices.
• Comply with any corrective and preventive actions.
• Cooperate with investigations, monitoring, inspections and audits.
• Ensure adverse event and product complaints are processed within timelines and procedures.

1. Partnership

• Identify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise.
• Liaise with partners to support business operations (e.g. systems expertise/training).

Other responsibilities – depending on the competency and experience

• Scientific expertise

o Leverage diverse information sources to deliver timely and comprehensive solutions to complex medical queries.

o Develop and maintain therapeutic area (TA) knowledge (defined as specific brands(s) including those in development, competitors, market position, company’s devices and disease(s)).

o Engage with professional/scientific organisations: share learnings, relevant to functional area, to inform on medical information initiatives/activities outside of the company.

• Delivery & Operational Excellence

o Ensure the team deliver services that anticipate and meet evolving customers’ needs (internal and external), with a focus on excellent customer experience and organisational goals.

o Ensure readiness to support the successful EU launch of new products/indications.

o Ensure continuous process optimisation, enhancement and harmonisation.

o Perform regular self-review to ensure quality standards are met.

o Ensure active contributions to the continuous optimisation of Content.

• People and Culture

o Optimising cross-functional collaboration and teamwork.

o Create a culture of empowered decision making, shared learning, growth mindset and innovation.

• Partnership and Outreach

o Maintain effective partnerships with relevant business partners to leverage the team’s expertise to appropriately support strategic objectives and initiatives.

Minimum Qualification Requirements

Bachelor’s degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or relevant equivalent business experience. Business experience, such as a medical sales representative, will also be considered.

Educational/work background in health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organisational hierarchies.

Excellent active listening, verbal, and written communication skills to respond to customers in a rational, empathetic, and flexible manner, effectively managing their needs and expectations.

Efficient time management skills, with strong planning and organisational skills

Works well under pressure, balancing tight deadlines, multiple priorities, and high standards.

Proficiency in computer skills.

showing the ability to be flexible whilst meeting customer needs and managing their expectations.

Native Spanish speaker and Fluent in English

Other Information/Additional Preferences

• Knowledge of customer centre or medical information operational experience. Ability to collect and analyse relevant data to support business decisions.
• Proactive, analytical, and pragmatic approach to problem solving, consistently identifying effective solutions that advance customer excellence and support organisational goals.
• Business acumen
• Project management experience