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.