Associate / Senior Associate - Medical Information, German Speaking

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We're looking for people who are determined to make life better for people around the world.

Eli Lilly Cork is made up of a talented diverse team of over 2000 employees across 60 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. Inhouse 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, embRACE, LGBTQ+ & Ally and GIN-Gender Inclusion Network. EnAble, our pillar for people with disabilities and those that care for them, partners with the Access Lilly initiative to make our physical and digital environment accessible and inclusive for all. Together they are committed to promoting awareness to create a disability confident culture both at Eli Lilly Cork and beyond.

Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself!

The role of the Associate / Senior Associate - Medical Information, German speaking is to support Medical Information Services in Europe.

The Associate / Senior Associate is responsible for:

• Responding professionally to medical/pharmaceutical inquiries from Health Care Providers (HCPs), patients and other customers.
• Documenting all customer interactions in the appropriate computer system.

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.

Enquires Management

• Handle calls requesting product information from HCPs and other customers.
• Answer calls in a courteous, professional manner with predefined answers/resources.
• Handle of queries from patients by providing balanced, accurate and non-promotional information.
• Identify queries containing either adverse events or product quality complaints and handle these in accordance with the appropriate operating procedures.
• Accurately record all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
• Support the Medical Information organisation with the maintenance of the knowledge database.
• Facilitate fulfilment of customers' requests.
• Escalate all enquiries without predefined answers according to defined processes.
• Other duties and special projects that are assigned by management (experience related).
• Utilize computer technology to handle high call volumes.
• Ensure optimal customer satisfaction.

Create, Promote and Maintain Operational Excellence

• Share most effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes.
• Maintain and enhance Lilly product and organizational knowledge.
• Support organizational changes and demonstrate flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variances.
• Participate in internal and external educational opportunities relevant to the Medical Information or customer service environment. Attend team meetings regularly.
• Response to Crisis/Red Flag calls and refer to Medical Information staff until resolution.

Compliance

• Integrate compliance into daily activities.
• Comply with any corrective and preventive actions.
• Cooperate with investigations, monitoring and audits.
• Depending on experience level - peer to peer coaching.

Minimum Qualification Requirements:

• Bachelor 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 medical sales representative will also be considered.
• Sound background to understand national health care systems and organizational hierarchies.
• Native German speaker with fluency in English is a requirement for this role.
• Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
• Excellent written skills to succinctly, accurately and objectively respond to customers queries.
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
• Proactive, analytical and pragmatic approach to problem solving.
• Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
• Good time management skills.
• Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
• Experience of software packages such as Word, Excel and Outlook.

Other Information/Additional Preferences:

• Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field.
• Knowledge of customer center or medical information operational experience.
• 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.

#WeAreLilly

Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

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.

#WeAreLilly

Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

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.

#WeAreLilly

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

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.

#WeAreLillyUKandIreland