US Medical Information Customer Experience Specialist
Job Description
Role: US Medical Information Customer Experience Specialist
Be Part of the Breakthroughs that change Patients Lives
Pfizer’s Medical Information (MI) team is a customer-focused group that is responsible for addressing medical inquiries about Pfizer products received from external customers, such as healthcare professionals, patients and caregivers. In this role, you will be part of a dynamic and collaborative team impacting patient outcomes by supporting healthcare decision-making through the provision of trusted, accurate medical information.
How You Will "Use Your Power for Purpose"
The US Medical Information Customer Experience Specialist is part of the Customer Experience (CX) Team responsible for overseeing a contact center tasked with addressing MI inquiries received from customers in the United States.
Responsibilities include:
Monitoring systems to ensure timely and appropriate handling of inquiries
Evaluating vendor performance on management of customer interactions
Providing guidance to address inquiries escalated to CX by vendor
Reviewing operational/performance reports; Monitoring vendor KPIs, metrics, and trends regarding inquiry volume, channel, compliance, performance, insights, etc.
Contributing to continuous improvement initiatives to enhance the customer experience
Identifying and supporting vendor training needs, including development of training materials, and training compliance
Supporting the development and maintenance of verbal response documents
Contributing to routine meetings with vendor, including monthly meetings and quarterly business reviews, and providing feedback on performance and compliance
Monitoring and investigating customer feedback (e.g., customer satisfaction surveys)
Contributing to audit/inspection readiness
Supporting implementation of Business Continuity Plan for system or contact center site outages and crisis management
Supporting onboarding/offboarding of vendor staff, as needed
Collaborating with other departments to ensure a seamless customer experience
Promoting a high level of professionalism and customer service
Participating in ongoing training and development programs to enhance knowledge and skills
Managing and prioritizing multiple tasks in a fast-paced environment
Adhering to all applicable regulatory and company policies/guidelines
Qualifications:
Nursing or Pharmacy degree preferred; or College or University degrees in other health-related sciences with 5+ years of pharmaceutical MI customer interaction experience considered
2+ years MI contact center experience preferred
Excellent communication skills (with high level of proficiency in both verbal and written English)
Demonstrated ability to work in a fast-paced environment, respond to tight timelines, and manage competing priorities
Ability to make basic decisions with an understanding of the consequences
Ability to work autonomously and prioritize workload independently
Strong level of attention to detail
Excellent interpersonal skills and ability to excel in a collaborative environment
Proficiency with computer, telephony, and software applications
Schedule / Travel:
May be required to work occasional bank holidays.
May be required to occasionally work outside of normal local working hours (e.g., to accommodate phone calls across global time zones, as per business needs).
International travel may occasionally be required for regional and/or team meetings, as per business needs.
We offer employees a flexible working model that empowers colleagues to design their workdays so that they can maximize their productivity, enhance work-life balance and support a way of working that fosters innovation and patient-centricity. Currently, our employees are expected to be on-site 2-3 days per week, blending on-site collaboration and connection with off-site remote working when it makes business sense to do so.
Work Location Assignment: Flexible.
Purpose
Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.
Digital Transformation Strategy
One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.
Flexibility
We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!
Equal Employment Opportunity
We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.