[Urgent Search] Associate/Senior Associate

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 work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and contribute to communities through philanthropy and volunteerism. We are looking for people who are determined to make life better for people around the world.

Eli Lilly Cork is made up of a diverse team of over 2000 employees across 60 nationalities working in various Business Service functions including Finance, Information Technology, Medical and Clinical Trials. Lilly Cork offers a premium workspace on our Little Island campus with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. We also provide inhouse People Development services, Educational Assistance, and wellbeing initiatives to enhance the career experience for our colleagues. Lilly Cork is committed to diversity, equity and inclusion (DEI) with pillars EnAble, embRACE, LGBTQ+ & Ally and GIN-Gender Inclusion Network. EnAble partners with the Access Lilly initiative to create an accessible and inclusive environment.

Come join our team — Be Creative, Be an Innovator, and most of all, Be Yourself

Fluent English and Native-level German are required for this role

This is a 12-month fixed-term contract

About the Medical Information Function

The Medical Information (MI) organization combines scientific knowledge and communication expertise to organize and deliver relevant medical communications that are meaningful to customers, enhance patient care and advance the quality and transparency of Lilly research. Medical information provides answers to unsolicited medical requests from customers, based on professional and scientific expertise, serving as a link between Lilly and customers (HCPs or patients).

Purpose of the Customer Excellence & Medical Solution role

- Provide timely, professional, high-quality responses to medical/pharmaceutical inquiries from customers (e.g., healthcare professionals, patients).
- Align with standards and focus on customer experience (CX).
- Document all customer interactions (including inquiries, product complaints and adverse events) in appropriate systems, following procedures to ensure regulatory compliance.

What the team delivers

- Content that is meaningful and relevant to customers
- Enables informed and balanced treatment decisions that enhance patient care
- Advances the quality and transparency of Lilly research

Answers are created based on the customer’s professional and scientific expertise and serve as a link between Lilly’s products and services and our customers (healthcare professionals or patients). Answers are provided to unsolicited medical requests via traditional channels (phone/email) and increasingly via virtual means. A high-quality response contributes to a positive customer experience (CX).

Responsibilities

Enquiries Management

- Handle calls requesting product information from healthcare professionals and other customers.
- Respond with balanced, accurate, non-promotional information using predefined answers/resources.
- Identify queries with adverse events or product quality complaints and document per procedures.
- Record all medical/pharmaceutical communications in the appropriate database with concise, thorough, accurate entries in line with Good Documentation Practices.
- Maintain the knowledge database and facilitate fulfilment of customer requests.
- Escalate inquiries without predefined answers according to defined processes.
- Use computer systems to handle high call volumes and ensure optimal customer satisfaction.

Create, Promote and Maintain Operational Excellence

- Share effective methods with colleagues and contribute to daily process improvements.
- Maintain and enhance Lilly product and organizational knowledge.
- Support organizational changes and provide front-line coverage as needed for scheduling and call-volume variances.
- Participate in relevant educational opportunities and attend team meetings.
- Respond to crisis/red-flag calls and refer to staff until resolution.

Compliance

- Integrate compliance into daily activities.
- Adhere to corrective and preventive actions and cooperate with investigations, monitoring and audits.
- Ensure adverse events and product complaints are processed within timelines.

Partnership

- Identify and build strong partnerships with internal stakeholders to support responsibilities and area of expertise.
- Collaborate with partners to support business operations (e.g., systems expertise/training).

Additional responsibilities – depending on competency and experience

- Delivery & Operational Excellence

- Ensure services meet customer needs with a focus on experience and goals.

- Support readiness for the EU launch of new products/indications.

- Identify optimization opportunities and monitor self-monitoring to maintain quality standards in MI handling.

- Develop and maintain content.

- People and Culture

- Recruitment, performance management, and training including development plans; mentor and coach team members; foster cross-functional collaboration; promote empowered decision making and lean operations; participate in succession planning.

- Partnership and Outreach

- Maintain effective partnerships with relevant business partners to support strategic objectives.

Minimum Qualification Requirements

- Bachelor’s degree or equivalent in health care, natural sciences, pharmacy, nutritional science or related discipline; relevant business experience may be considered.
- Educational/work background in health care, medical affairs, clinical development, and the scientific or medical communications field.
- Fluency in English and native-level German.

Other Information / Additional Preferences

- Excellent active listening and verbal skills; able to respond empathetically and clearly.
- Excellent written communication; ability to respond succinctly and accurately.
- Flexible, empathetic, and able to manage customer expectations.
- Proactive, analytical and pragmatic problem-solving approach.
- Ability to work under pressure with multiple priorities and deadlines; good time management and prioritization.
- Proficient computer skills; knowledge of customer center or medical information operations; project management experience is a plus.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

#WeAreLilly

Lilly is dedicated to helping individuals with disabilities engage in the workforce and provides accommodation options for applicants. If accommodation is required, please follow Lilly's accommodation process during the application. This description is not a contract and may be revised.

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