Work Schedule

Environmental Conditions

Job Description

Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer service.

Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. The information provided will be given to a level in parallel with the individual’s expertise, experience and training.

Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products. Processes fulfillments and provides clinical trial information or after-hours on call support. 

Analyzes caller’s questions to formulate an accurate and concise response using client-approved resources and records inquiries and interactions in the appropriate databases following organizational, client and regulatory guidelines. 

Identifies, records and triages adverse events and product complaints according to organizational, client and regulatory guidelines and provides additional support (including follow up) as needed. 

Maintains thorough knowledge of project and corporate policies and procedures including client products, SOPs, protocols, GCPs, and applicable regulatory requirements.

Works closely with internal and external client contacts (up to and including members of client management) to resolve complex inquiries. As needed, research medical literature and drafts responses for such inquiries.

Qualifications:

Education and Experience:

Healthcare Degree (bachelor's degree in pharmacy or nursing. Or associate degree in nursing with 2 years nursing experience)

The program requires Korean and English proficiency as the team supports Korean speakers in South Korea and other APAC countries.

The candidate must pass the Korean proficiency language assessment

Previous experience in the healthcare or pharmaceutical industry with responsibilities involving counseling or providing medical information

Education may be substituted in lieu of some years of experience for advanced degrees such as PharmD, Ph.D. or MS. In some cases, a second language may be required. Some programs may require a Pharm.D.

In most cases a license will be required. Note: Some countries (e.g., Brazil) may allow for the following requirements: Other Life Science/Healthcare degrees (e.g., Biomedicine). In some cases, an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills and Abilities:

Strong attention to detail and organizational skills

Effective verbal and written communication skills

Excellent problem solving and analytical skills

Demonstrated time management skills and multi-tasking skills.

Strong interpersonal and decision-making skills.

Must be proficient in Korean and English languages

Ability to work in a team environment and/or independently as needed