The Medical Admin supports Medical Information Services across Europe by delivering high-quality, non-promotional medical and pharmaceutical information to customers.
This role combines scientific knowledge, communication excellence, and customer-centric thinking to ensure a positive customer experience. The position involves responding to inquiries across multiple channels, documenting interactions in compliance with regulatory standards and collaborating closely with internal stakeholders to maintain operational excellence and continuous improvement.
Key Responsibilities
- Respond to medical and pharmaceutical inquiries from customers (e.g., healthcare professionals and patients) via phone, email, and virtual channels.
- Provide accurate, balanced, and non-promotional information using approved resources and predefined responses.
- Tailor medical information responses to different audiences and communication channels in English and/or local language.
- Identify, document, and process adverse events and product quality complaints in accordance with applicable procedures and timelines.
- Accurately document all customer interactions in designated systems, ensuring compliance with Good Documentation Practices.
- Contribute to the maintenance and continuous improvement of the medical information knowledge database.
- Ensure optimal customer satisfaction through professional, empathetic, and high-quality interactions.
Operational Excellence & Continuous Improvement
- Share best practices and insights with colleagues to enhance customer experience and process efficiency.
- Maintain up-to-date knowledge of Lilly products, therapeutic areas, and organizational processes.
- Demonstrate flexibility in work schedules and coverage to ensure continuity of service during periods of high demand or unexpected absences.
- Participate in internal and external training and educational opportunities to support professional development and service excellence.
- Support organizational change initiatives and evolving service delivery models.
Compliance & Quality
- Integrate compliance and quality standards into daily work activities.
- Ensure adherence to all applicable policies, procedures, and regulatory requirements.
- Support corrective and preventive actions when required.
- Cooperate with audits, inspections, monitoring activities, and investigations.
- Ensure timely and compliant processing of adverse events and product complaints.
Collaboration & Partnership
- Build strong, effective partnerships with key internal stakeholders across Medical Affairs and other relevant functions.
- Collaborate with internal partners to support business operations, including systems support, training, and process optimization.
- Act as a trusted contributor within cross-functional teams to support shared business objectives.
Minimum Qualifications
- Bachelor’s degree, diploma, or equivalent qualification in healthcare, natural sciences, pharmacy, nutrition, or a related discipline; or relevant equivalent business experience.
- Background in healthcare, medical affairs, clinical development, scientific or medical communications, or medical sales.
- Understanding of national healthcare systems and organizational structures.
- Excellent verbal, written, and active listening skills, with the ability to communicate in a rational, empathetic, and flexible manner.
- Strong time management, planning, and organizational skills.
- Ability to perform effectively under pressure while managing multiple priorities and deadlines.
- Proficiency in standard computer applications and information systems.
- Fluency in English; additional language(s) may be required depending on role scope.
Preferred Qualifications & Additional Skills
- Experience in a customer center, medical information, or contact center environment.
- Ability to collect, analyze, and interpret data to support business and operational decisions.
- Proactive, analytical, and pragmatic problem-solving approach.
- Strong customer-centric mindset with a focus on continuous improvement.
- Proficiency in additional European language(s).
- Business acumen and understanding of pharmaceutical or healthcare operations.
- Project management experience or involvement in cross-functional initiatives.
If you're looking for a meaningful career where your work helps ensure patients and healthcare professionals receive trusted medical information - we'd love to hear from you.
