Job Title : Associate-Medical Information
Location : Petaling Jaya
Company : Lilly
Salary :
Open Date : 2023-06-01
Close Date : 2023-10-01

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 35,000 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.

RESPONSIBILITIES

Enquiries Management

• Answer calls in a courteous, professional manner with predefined answers/resources
• Handle queries from customers by providing balanced, accurate and non-promotional information
• Identify interaction containing either adverse events and/or product quality complaints and handle these in accordance with the appropriate procedures
• Accurately record all interaction into the required database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices
• Escalate all inquiries 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 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. Demonstrate flexibility in providing coverage and/or availability

Compliance

• Integrate compliance into daily activities
• Comply with any corrective actions
• Cooperate with investigations, monitoring and audits

REQUIREMENTS

• Demonstrated mastery of written English and professional verbal skills in English.
• Bachelor’s Degree in healthcare profession (medical, pharmacy or Nursing) ideally with some industry experience and/or work in designated therapeutic area or similar role
• Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
• Good written skills to respond to customer queries succinctly, accurately, and objectively
• Demonstrated project time and self-management skills, resilience & ability to handle short deadlines, multiple proprieties, being resilient whilst maintaining high standards
• Strong interpersonal skills and the ability to be flexible in varying environments and with multiple customer groups managing their expectations effectively
• Ability to assimilate and communicate large volumes of medical information.
• Demonstrated high-level end-user computer skills (e.g., databases, word processing, tables and graphics, spreadsheets, presentations/PowerPoint, and templates).
• Cognitive abilities, including verbal reasoning, attention to detail, critical thinking, problem solving and analytical ability.
• Focuses on the customer - excellent customer focus.
• Ability to work independently and as a part of a team.
• Able to work under pressure, managing short deadlines, multiple proprieties and concern for maintaining high quality standards
• Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations
• Working experience in call centre for pharmaceutical or healthcare industrial is preferred
• Must be willing to work on Malaysia Public Holiday and on shift basis.

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( [email protected] ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. 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.

#WeAreLilly

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