Associate/Senior Associate - Customer Excellence and Medical Solutions (Swedish)

<p>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.</p><p></p><p><span>At Lilly, we serve an extraordinary purpose. We make a difference for people around the globe by discovering, developing and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism.</span></p><p></p><p>The purpose of the Customer Excellence &amp; Medical Solution role is to:</p><p></p><p>• Provide a timely, professional and quality response to <span>medical/pharmaceutical</span> inquiries from customer (e.g. healthcare professionals, patients). • Align to the standards and with a focus on customer experience (CX)</p><p>• 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.</p><p></p><p></p><p>Customer Excellence &amp; Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that:</p><p>• are meaningful and relevant to customers</p><p>• enables informed and balanced treatment decisions that enhance patient care • advances the quality and transparency of Lilly research.</p><p></p><p>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).</p><p></p><p>Primary Responsibilities:</p><p>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.</p><p></p><p>1. Enquiries Management</p><p>• Handle calls requesting product information from HCPs and other customers. • Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.</p><p>• Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.</p><p>• Accurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.</p><p>• Support the organisation with the maintenance of the knowledge database. • Facilitate fulfilment of customers’ requests.</p><p>• Escalate all enquiries without predefined answers according to defined processes.</p><p>• Utilize computer technology to handle high call volumes.</p><p>• Ensure optimal customer satisfaction.</p><p></p><p>2. Create, Promote and Maintain Operational Excellence</p><p>• Share most effective methods and practices with colleagues to satisfy customer needs and provide input/feedback to continuously improve daily processes.</p><p>• Maintain and enhance Lilly product and organizational knowledge.</p><p>• 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.</p><p>• Participate in internal and external educational opportunities relevant to the function or customer service environment. Attend team meetings regularly.</p><p>• Response to Crisis/Red Flag calls and refer to staff until resolution.</p><p></p><p></p><p>3. Compliance</p><p>• Integrate compliance into daily activities.</p><p>• Comply with any corrective and preventive actions.</p><p>• Cooperate with investigations, monitoring and audits.</p><p>• Ensure adverse event and product complaints are processed within timelines and procedures.</p><p></p><p>4. Partnership</p><p>• Identify and build strong partnerships with key internal stakeholders, relevant to responsib