Team Member - Medical information & Customer Support
- Dr Reddys
- 7 - 12 years
- Hyderabad
- 7 months ago
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Job Description
Job Summary
We are looking for Team Member-Medical information & Customer Support for ensuring efficient processing of quality complaints and adverse events. You will collaborate with various internal stakeholders, including the quality, PV teams, sales, marketing, and legal teams, to address customer concerns and ensure compliance with standard operating procedures (SOPs) and regulatory guidelines. Your responsibilities will include handling customer complaints, providing accurate medical information, coordinating adverse event reporting, and maintaining effective communication with cross-functional teams.Roles & Responsibilities
- Customer Services Cell (CSC)
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- Ensuring Efficient Quality Complaint and Adverse Event Processing
- Collection of Complaint samples, original bill copy from customers through marketing team, sending them to QA and collection of filled CIOMS and sending them to PV teams.
- Ensuring the free flow of complaints with regard to their Logging and Closing through CSC mail/telephone.
- Follow-up with the Customers, Marketing, Pharmacovigilance and Quality Assurance teams for better processing of complaints.
- Monthly Reconciliation of AEs with the (GPVC) Pharmacovigilance Team.
- Answering Product related Queries of the Customers via Customer Services Mail Box on daily basis
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- Medical Information (Info-Jini) services
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- Addressing scientific Power point presentation requests received from HCPs through the sales team and Medico-Marketing Team
- Responding to the Scientific Query Requests from the external customers sent through the sales team and Medico-Marketing Team
- Managing clinical queries related to GGI portfolio products by providing scientific evidence based literature to sales or marketing team
- Administrative work - to ensure proper compilation and extracting of the data in Info-Jini. Preparation of log-sheets, Monthly report sheets, outsourcing, archiving, maintenance of Journals & library/database.
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- Toll-Free services
- Effectively handling calls from various external stakeholders on product queries and reporting quality/PV complaints. Maintain logs of the calls and appropriately report to the internal teams through customer services cell.
- Cross functional interaction for closure of issues
- Assist in handling customer queries, complaints, and adverse event reporting.
- Support interactions with both internal and external stakeholders to facilitate resolution.
- Assist in providing essential information for medical inquiries from doctors, coordinating with various stakeholders to ensure accurate and timely responses.
- Audits
- Assist in maintaining documentation to ensure readiness for internal and external audits.
- Support the implementation and adherence to corrective and preventive action plans (CAPA) as directed.
Educational qualification: M. Pharm, Pharm D. or Phd will be value addition.
Minimum work experience: 3-4 years of experience in customer service-oriented roles, Regulatory Affairs/PV/Medical Information/ Medical Writing.
- Managerial experience/Training customer services/call centers will be added advantage.
Skills & attributes:
Technical Skills
Proven experience in customer support or client service representation.
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- Sound scientific knowledge
Customer-oriented mindset with the ability to adapt and respond effectively to internal and external stakeholders.
Proficiency in Microsoft Word, Excel, and PowerPoint.
Behavioural skills
Strong written and verbal communication skills.
- Excellent interpersonal & communication skills to effectively interact with a broad range of audience
- Ability to interact and handle challenging internal and external stakeholders
- Driving quality standards by taking everyone along
- Integrity driven decision making skills
- Strong multitasking skills with keen attention to detail.
- Effective time management and organizational skills to manage multiple tasks efficiently.
- Self-awareness and adaptability
- Result oriented and performance driven
- Strong sense of empathy in addressing customer calls
About the Department
Global Generics India
Global Generics India business journey began in 1986. In the last three decades, we have grown as a trusted name in the healthcare industry and rank as one of the top 10 Pharma Companies in the Indian Pharma Market (IPM) as per IQVIA MAT (November 2022). Our commitment to Lead Ahead has helped us move ranks from 16th position to 10th position (IPM) in the last four years. We are a fast-growing organisation with double-digit growth and significant market share in domestic markets. Currently, we rank among the top 5 in oncology, anti-allergy and gastrointestinal diseases and the top 10 in a few other therapy areas. Our focus is on leveraging our digital capabilities, collaborations, innovations and inorganic opportunities to become the top 5 companies in the Indian Pharma Market.Benefits Offered
At Dr. Reddys we actively help to catalyse your career growth and professional development through personalised learning programs.
The benefits you will enjoy at Dr. Reddys are on par with the best industry standards. They include, among other things and other essential equipment, joining & relocation support, family support (Maternity & Paternity benefits), learning and development opportunities, medical coverage for yourself and your family, life coverage for yourself.Our Work Culture
Ask any employee at Dr. Reddys why they come to work every day and theyll say, because Good Health Cant Wait. This is our credo as well as the guiding principle behind all our actions. We see healthcare solutions not only as scientific formulations, but as a means to help patients lead healthier lives, and were always attuned to the new and the next to empower people to stay fit. And to do this, we foster a culture of empathy and dynamism. People are at the core of our journey over the last few decades. They have been supported by an enabling environment that buoys individual ability while fostering teamwork and shared success. We believe that when people with diverse skills are bound together by a common purpose and value system, they can make magic.
For more details, please visit our career website at https://careers.drreddys.com/#!/
Job Classification
Industry: Pharmaceutical & Life SciencesFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Customer Retention - Non VoiceEmployement Type: Full timeContact Details:
Company: Dr ReddysLocation(s): Hyderabad
Keyskills: multitasking time management customer service center customer complaints verbal communication interpersonal skills sales customer support excel marketing handling customer queries science writing customer service training word powerpoint communication skills
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