The Medical Information Customer Experience Specialist (MICES) is responsible for delivering high-quality medical and technical information to healthcare professionals, patients, and caregivers in their local language. This role requires a strong focus on customer service, with a commitment to accuracy, compliance, and promptness. The MICES may also support content management and contribute to various second-line activities within the therapeutic area team.
Key Responsibilities:
Medical Information Customer Experience Management:
Respond to medical inquiries through various channels (phone, email, webform, live chat, postal mail) within established timelines.
Accurately document inquiries and responses in line with Standard Operating Procedures (SOPs), Work Instructions (WIs), and regulatory guidelines.
Report adverse events and product quality complaints as per regulatory requirements.
Provide information in the customer’s local language using approved English-language resources.
Support therapeutic area teams with tasks such as escalation management and content creation.
General Responsibilities:
Ensure consistent and high-quality service across covered countries, supporting Medical Information IDM Customer Experience Country/Cluster Leads and colleagues.
Identify and implement Continuous Improvement (CI) initiatives.
Provide training and support to team members as required.
Represent Medical Information (MI) in Pfizer Country Office (PCO) activities, including report creation, meeting attendance, and training of PCO colleagues.
Manage Country Relationship responsibilities for specific markets.
Participate in additional projects and act as a point of contact for other MI staff to ensure country-specific data is up to date.
Organizational Relationships:
The MICES will report to the Medical Information IDM Customer Experience Country/Cluster Lead within the Medical Information EUCAN team, which handles medical inquiries and supports customers across the region.
Education and Experience required:
Degree in a life science/healthcare field required; Pharmacy Degree preferred.
1-2 years of experience in medical information or a relevant field.
Previous customer service experience is essential.
Deep understanding of regulatory and compliance issues related to medical functions.
Strong communication skills, both oral and written.
Experience with telephony systems, inquiry management systems, and medical writing.
Ability to work independently and manage multiple tasks with strict deadlines.
Strong decision-making skills and accountability.
Self-awareness and adaptability in the face of organizational change.
Occasional work on bank holidays may be required.
Flexibility to work outside of standard hours when necessary.