Associate - Customer Excellence & Medical Solution German

Overview
At Lilly, we unite caring with discovery to make life better for people around the world.
We are a global healthcare leader headquartered in Indianapolis, Indiana.
Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism.
We give our best effort to our work, and we put people first.
We're looking for people who are determined to make life better for patients around the world.
About Lilly
Lilly offers a premium workspace across our campus with hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking.
Inhouse People Development services, Educational Assistance, and wellbeing initiatives are part of the holistic benefits that enhance the career experience for our colleagues.
The Medical Information (MI) organization
combines scientific knowledge and communication expertise to organize and deliver medical communications that are meaningful and relevant to customers, enhance patient care and advance the quality and transparency of Lilly research.
Medical information provides answers to unsolicited medical requests from customers, built on professional and scientific expertise and serving as a link between Lilly and customers (HCPs or patients).
Customer Excellence & Medical Solution
The purpose of the Customer Excellence & Medical Solution role is to provide timely, professional and quality responses to medical/pharmaceutical inquiries from customers (e.g. healthcare professionals, patients); align to standards with a focus on customer experience (CX); and document all customer interactions in the appropriate computer systems, following business procedures to ensure regulatory compliance.
Digital Solution responsibilities include notifying relevant contacts per local process and processing replacements/retrievals with vendors.
Customer Excellence & Medical Solution combines scientific knowledge and communication expertise to deliver medical content that is meaningful and relevant to customers, enabling informed treatment decisions and advancing the quality and transparency of Lilly research.
Answers are provided to unsolicited medical requests via traditional channels and increasingly, virtually.
Primary Responsibilities
Enquiries Management
Handle calls requesting product information from HCPs and other customers with balanced, accurate, non-promotional information.
Identify queries with adverse events or product quality complaints and document according to procedures.
Record all medical/pharmaceutical communications in the appropriate database, following Good Documentation Practices.
Maintain the knowledge database and facilitate fulfilment of customer requests.
Escalate enquiries without predefined answers per defined processes; manage high call volumes with appropriate technology.
Ensure optimal customer satisfaction.
Create, Promote and Maintain Operational Excellence
Share effective methods with colleagues and provide input to improve daily processes.
Maintain and enhance Lilly product and organizational knowledge.
Support organizational changes and provide flexible coverage for front-line operations as needed.
Participate in educational opportunities and attend team meetings; respond to Crisis/Red Flag calls until resolution.
Digital Solution: follow local complaint procedure and escalate critical product complaints per local process.
Compliance
Integrate compliance into daily activities; comply with corrective/preventive actions.
Cooperate with investigations, monitoring and audits; ensure adverse events and product complaints are processed within timelines.
Partnership
Identify and build partnerships with internal stakeholders; liaise with partners to support business operations (systems expertise/training).
Digital Solution: maintain relationships with Regional Centre and Local/Global Patient Safety.
Additional responsibilities – depending on competency and experience
Delivery & Operational Excellence
: ensure services meet customer needs, support EU product launches, monitor self-monitoring for quality, and develop content.
People and Culture
: recruitment, performance management, training, coaching, cross-functional collaboration, and nurturing an empowered culture.
Partnership and Outreach
: maintain partnerships to support strategic objectives.
Qualifications
Minimum Qualification Requirements:
Bachelor's degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialist or related discipline, or relevant business experience.
Education/work background in health care, medical affairs, clinical development, scientific or medical communications helps understand national health care systems.
Business experience such as medical sales may be considered.
Other Information/Preferences:
German language
Excellent active listening and verbal skills; effective written communication to respond to customers
Ability to respond flexibly and empathetically; proactive problem solving
Ability to work under pressure, manage priorities, and maintain standards
Strong time management and prioritization; proficient computer skills
Knowledge of customer center or medical information operations; project management experience is a plus
Equal Opportunity
Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities in recruitment.
If accommodation is required to submit a resume, please complete the accommodation request form.
Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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