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 39,000 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.
TLAC Medical Associate
The role supports the United States (US) contact center, The Lilly Answers Center (TLAC). The Medical Associate is responsible for responding to customer inquiries that are primarily received through phone calls. The Medical Associated delivers positive experiences in their interactions with healthcare professionals, patients and Lilly sales representatives. The Medical Associate is expected to connect with each customer through meaningful interactions by delivering easy experiences that enable people to feel they are genuinely cared for and able to trust us.
Current TLAC Hours of operations are 2PM-12AM Cork time. Candidates should be willing to work shifts that span these times.
This job description is intended to provide a general overview of the job requirements at the time it was prepared.
Develops, maintains and demonstrates product and process (policies and procedures) expertise to respond to inquiries, with a focus on HCP and sales representative interactions
Handles customer interactions including calls and alternate channels (e.g. emails, chats, etc.) Analyzes customers’ questions to formulate an accurate and complete response using approved resources in a timely manner
Researches and uses information from approved sources to accommodate customers’ requests
Demonstrates problem solving and decision making skills when addressing customer interactions
Effectively documents customer interactions (e.g. inquiries, adverse events and product complaints) in accordance with good documentation practices in the appropriate systems/databases
Identifies unmet customer needs and communicates to the business opportunities to drive answers and positive customer experiences
Coordinates and participates in special projects or assignments as appropriate
Seeks opportunities to enhance partnerships between TLAC and business partners (internal and external)
Demonstrates Team Lilly behaviors including the Lilly values of Integrity, Excellence and Respect for People
Creates and contributes to an environment that creates enthusiasm and accountability for satisfying customer needs
·Respects people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision
Defines what is and what is not important; makes the necessary tradeoffs in order to maintain focus on accomplishing the goal
Ensures the alignment between the goals of the business, TLAC’s goals and individual goals
Creates a safe environment where all team members feel they can share their unique opinions and ideas
Decides and acts promptly, using good judgment and anticipates or removes obstacles that get in the way of progress
Supports efforts to implement processes and technologies to maximize efficiency and effectiveness
Delivers and drives excellence in quality standards
Compliance and hseDirections Program
·Creates an environment that expects compliance
·Recognizes and follows all compliance policies, laws, regulations and The Red Book
·Completes all training and associated tests on time
·Integrates compliance into daily activities
·Cooperates with investigations, monitoring and audits
·Complies with any corrective actions
·Responds appropriately to reported and known / suspected compliance violations
Complies with all requirements as established by the hseDIRECTIONS program
Bachelor´s Degree or National Framework of Qualifications Level 7 as a medical qualified person with professional certification, examples include nurse, pharmacist, dentist, coroner, physician assistant, occupational therapist
Fluency in English verbal and written forms
Knowledge of pharmaceutical / healthcare business
Experience in a customer contact center or service team environment
Knowledge of pharmaceutical / healthcare business
Experience communicating detailed medical information to a variety of customer types
Strong computer skills including demonstrated ability to type (data entry, searching multiple data bases) while on telephone
Commitment to following quality processes and standards
Strong customer service skills, including professional telephone etiquette
Active listening skills including the ability to listen to and understand information presented through spoken words
Ability to communicate information and ideas so others will understand
Ability to maintain a positive and professional demeanor in challenging circumstances
Ability to multi-task
Detail-oriented with strong problem solving and time management skills
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 ( Lilly_Recruiting_Compliance@lists.lilly.com ) 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.