Bilingual Medical Information and Pharmacovigilance Associate

Responsibilities:

• Provide service and product information to a wide range of inquiries. General handling, triage, and escalation of inquiries received from licensed healthcare professionals, healthcare business partners, employees and consumers.
• Answer calls professionally, route calls and emails accurately, promptly, and with attention to KPIs through case resolution within deadlines
• Promptly address and coordinate medical information requests and product safety/quality concerns and escalate as necessary with team lead
• Research and route inquiries appropriately. Identify and prioritize inquiries, maintain call notes and reports in the CRM.
• Research system of records, internal and external databases of data, and work across teams to identify and respond to medical information questions in an efficient manner
• Assist in process development and in drafting standard and custom standard response documents when necessary
• Maintain and safeguard confidentiality HIPAA, patient privacy, and GxP compliance.
• Follow Standard Operating Procedures of TransPerfect and those of collaborators
• Offer overflow support and collaborate across companies to meet client needs

Qualifications / Required Skills:

• Healthcare professional with the ability to handle medical questions from licensed healthcare professionals, healthcare business partners, employees and consumers.
• Healthcare or Life Sciences degree (pharmacy, nursing, medical, PhD, etc.)
• 1-2 years experience in the pharmaceutical industry or relevant experience
• Native fluency in French (France) and bilingual English, with life sciences or relevant work experience in France
• Strong interpersonal skills, empathy, and customer centricity.
• Adaptability and Empathy
• Passion for learning and knowledge sharing.
• Excellent problem-solving skills; Ability to resolve issues promptly and attention to detail.
• Effective written and oral communication.
• Ability to follow SOPs and KPIs.
• Appreciation of working in a cross-cultural, cross-functional working environment

Preferred Skills:

• Licensed healthcare professional
• Minimum 2 years’ experience in the pharmaceutical industry or relevant experience in receipt, classification, triage and handling of product-related MI, PV and Product Quality related enquiries.
• Experience with Adverse Event and Quality Complaint reporting and GxP process
• Knowledge of HIPAA and EU privacy laws, including GDPR
• MI, PV, and Quality inquiry and case handling experience respect for patient privacy
• CRM proficiency (e.g. IRMS, Veeva)
• Understanding of fair balance and compliance with medical communications regulations.
• Ability to summarize scientific literature results and basic medical writing
• Interest in supporting call center to leverage technology to enhance operational efficiency in inquiry handling