Associate/Senior Associate - Customer Excellence & Medical Solution, English & German

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 1,600 employees across 38 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, Age & Culture, LGBTQ+ 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 - Customer Excellence & Medical Solution is to support Medical Information Services in Europe.

**Fluent English and Native-level German is required for this role**

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.

The purpose of the Customer Excellence & Medical Solution role is to:

• Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customer (e.g. healthcare professionals, patients).
• Align to the standards and with a focus on customer experience (CX).
• Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.

Customer Excellence & Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that:

• are meaningful and relevant to customers
• enables informed and balanced treatment decisions that enhance patient care
• advances the quality and transparency of Lilly research.

Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between Lilly’s products and services and our customers (healthcare professionals or patients). Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually. Careful listening to customer needs and a quality response to their inquiry is associated with a positive customer experience (CX).

Primary Responsibilities: This job description is intended to provide a general overview of the job requirements at the time it was prepared. The job requirements of any position may change over time and may include additional responsibilities not specifically described in the job description. Consult with your supervision regarding your actual job responsibilities and any related duties that may be required for the position.