[한국화이자제약] Medical Information Customer Experience Specialist（1 Year Contract）

MAIN REPONSIBILITIES / DUTIES:

The Medical Information Customer Experience Specialist (MI CES) exhibits broad knowledge of Pfizer prescription products and therapeutic areas to provide unsolicited technical and medical information to patients, caregivers and healthcare providers.

Inquiries may come from various countries through multiple channels within the KANZ region (Korea, Australia, New Zealand) in English or Korean languages. Inquiries need to be handled according to global and local regulatory policies, guidelines and frameworks including documentation within the inquiry and content management system. This includes the identification, documentation and triage of adverse events and product quality complaints as well as process fulfillment. A high degree of clinical knowledge is required to comply with the identification of complex adverse events and provision of unsolicited off-label data in a compliant manner across multiple markets.

Responses must be accurate, timely and balanced in accordance with approved resources and where approved resources not available, coordinate with MI secondline, customer experience managers and/or internal stakeholders to obtain support for escalated inquiries or content creation. The MI CES may contribute to the creation of innovative, or frontline specific content of their supported market(s).

The MI CES exhibits a broad knowledge of customer facing functions at Pfizer and the overall customer journey through Pfizer for their supported countries in order to orchestrate an ideal customer-centric experience. They are responsible for onboarding customers to their preferred Pfizer channel platforms mainly the Pfizer Medical Information website or concierging to other platforms within the Pfizer Ecosystem when relevant.

The MI CES supports in implementing and testing tactics associated with frontline, channel and content operational efficiency and serves as the voice of our customers in order to continually simplify & improve our processes with the aim of customer-centricity. They may participate in local, regional or global MI pillar projects.

They are required to support in providing onboarding, training and support to other team members, represent MI in Pfizer Country Office activities and raise awareness of MI to PCO or Business Units (BU) which may include (but not limited to) the creation of analytics reports, attendance at relevant meetings and training of PCO colleagues.

REQUIRED SKILL SET:

• Health Care Professional (preferred) or Life Science Degree. Pharmacists’ are encouraged to apply.

• 1-2 year experience in Medical Information or relevant work experience in patient/ health counselling.

• Good understanding of biomedical searching, literature evaluation (preferred) or experience in medical writing and summarizing clinical data (desirable).

• Ability to gather, aggregate, summarize and document information in a quick and concise way.

• Experience in onboarding patients or health care professionals to digitally enabled medical, customer or loyalty programs (desirable).

• Ability to work in a home office, matrixed, virtual, mutually supportive environment across multiple cultures.

• Flexible to work hours outside of normal local working hours.

• Fluent in spoken and written English (required).

• Fluent in spoken and written Korean (required).

• Proficiency in Microsoft Office (required) & 365 Suite (desirable).

• Outstanding verbal and written communication skills.

Work Location Assignment: Hybrid

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Medical