Summary
About the Role
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.
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
Accessibility and accommodation
Novartis is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
