Medical Associate

A Medical Associate is required to join a leading global pharmaceutical business based in Cork. This is an opportunity to join a vibrant multi-cultural and multi-lingual team where you will play your part in making a difference for people the world over by supporting the business as it discovers, develops, and delivers medicines that help people live longer, healthier and more active lives.

Hours of operations are 2PM-12AM Cork time. Candidates should be willing to work shifts that NOTAG these times. The Medical Associate is responsible for responding to US customer inquiries that are primarily received through phone calls. The Medical Associated delivers positive experiences in their interactions with healthcare professionals, patients and 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.


The role

• 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
• Effectively documents customer interactions (e.g. inquiries, adverse events and product complaints) in accordance with good documentation practices in the appropriate systems/databases

• 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
• 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

• 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