Major Accountabilities

Medical Information support

• Create and deliver timely responses to unsolicited medical information inquiries/requests from HCPs in a multi-media environment and record information according to Novartis and regulatory guidelines.
• Update LRD/FAQ by product in time.
• Do data reconciliation of medical inquiries with Patient Safety department and Product Quality department separately every month, ensure no violation on AE and PC reporting according to Novartis SOP&WP.
• Support medical information booths for acedamic conference in assigned disease area.

Medical Reiew

• Conduct medical review of promotional/non-promotion materials for assigned disease areas.
• Cross-function communication to support materials review.

Customer Insight

• Provide customer insight analysis to Medical, Marketing, Sales for business opportunity.
• Collaborate with product team to provide MI update to Internal & external customer.
• Support mature product lifecycle and new product launch.
• Provide medical support to county team.
• Involve in other channels of communicating with customers such as website and conference where appropriate

Hotline

• Handling external enquiries according to related Policy and SOP.
• Support development and execution of customer service system for high stability,convenience, efficacy, and data safety.
• Operate and maintain Novartis Hotline system.
• Related SOP drafting and quality control of Novartis Hotline system.
• Communicate effectively within relevant stakeholders (internal & external) to ensure achievement of Customer Service objectives and share insights with corresponding internal stakeholders in time.
• Provide training and quality check to third party vendors involved hotline.
• Do data reconciliation of medical inquiries with Patient Safety department and Product Quality department separately every month, ensure no violation on AE and PC reporting according to Novartis SOP&WP.

Education:

Bachelor and above degree in Medical Science, Pharmacology or Biologic Science.

Languages:

Good verbal and written English skills.

Experience:

• Clinical experience or equal industry experience and Customer Service Center/ Hotline of Pharmaceuticals
• Excellent oral and written communication skills and interpersonal skills.
• Understanding of the information needs for various customer segments.
• Medical writing experience is preferred.
• Pharmaceutical industry experience is preferred.