Associate / Sr Associate – Customer Excellence & Medical Solution (Spanish and Italian), Cork City

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Associate / Sr Associate – Customer Excellence & Medical Solution (Spanish and Italian), Cork City

Client: Lilly

Location: Cork City, Ireland

Job Category: Other

EU work permit required: Yes

Job Reference: 30e2014aa3b7

Job Views: 177

Posted: 03.03.2025

Expiry Date: 17.04.2025

Job Description:

We’re looking for people who are determined to make life better for people around the world.

About Lilly

Eli Lilly Cork is made up of a talented diverse team of over 1,600 employees across 38 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more.

Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. In-house People Development services, Educational Assistance, and our ‘Live Your BEST Life’ wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.

Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender, with four pillars: EnAble, Age & Culture, LGBTQ+ and GIN-Gender Inclusion Network.

Position Overview

The role of the Associate / Senior Associate - Customer Excellence & Medical Solution is to support Medical Information Services in Europe.

**Fluency in English and Native-level in Italian and Spanish are required for this role**

The Medical Information (MI) organization combines scientific knowledge and communication expertise in order to organize and deliver relevant medical communications that are meaningful and relevant to customers, enhance patient care and advance the quality and transparency of Lilly research.

Medical information provides answers to unsolicited medical requests from customers. Answers are created based on professional and scientific expertise, and serve as an essential link between Lilly and customers (HCPs or patients, respectively). Careful listening to customer needs and adequate responding to customer inquiries is associated with a positive customer experience.

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

1. Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customers (e.g. healthcare professionals, patients).
2. Align to the standards and with a focus on customer experience (CX).
3. Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.

Primary Responsibilities:

1. Handle calls requesting product information from HCPs and other customers.
2. Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
3. Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.
4. Accurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
5. Support the organisation with the maintenance of the knowledge database.
6. Facilitate fulfilment of customers’ requests.
7. Escalate all enquiries without predefined answers according to defined processes.
8. Utilize computer technology to handle high call volumes.

Compliance:

1. Integrate compliance into daily activities.
2. Comply with any corrective and preventive actions.
3. Cooperate with investigations, monitoring and audits.
4. Ensure adverse event and product complaints are processed within timelines and procedures.

Other Information/Additional Preferences:

1. Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
2. Excellent written skills to succinctly, accurately and objectively respond to customers queries.
3. Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
4. Proactive, analytical and pragmatic approach to problem solving.
5. Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
6. Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
7. Knowledge of customer center or medical information operational experience.
8. Project management experience would be an advantage.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.