Medical Information Customer Experience Specialist (MICES) provides technical and medical information to Healthcare Professionals and patients/caregivers with high a degree of quality and customer service in the local language.  

The MICES may also assist with secondline content management activities. 

MAIN RESPONSIBILITIES / DUTIES 

Medical Information Customer Experience Request Management 

 

• Research and respond to inquiries received via multiple channels including (but not limited to) phone, email, webform, live chat or postal mail, within the required timelines and standards. 

• Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines. 

• Identify and report adverse events and product quality complaints within required timelines. 

• Provide response in customer’s local language using approved resources in English. 

• May support a therapeutic area team with secondline activities including (but not limited to) escalation management and content creation 

 

General Responsibilities 

 

• Ensure continuity and quality of service for customers across all countries of cover by supporting Medical Information IDM Customer Experience Country/Cluster Lead and relevant MI colleagues.   

• Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement. 

• May be required to represent MI in required Pfizer Country Office (PCO) activities and communicate with and raise awareness of MI to PCO and Business Units (BUs) which may include (but not limited to) the creation of reports, attendance at relevant meetings and training of PCO colleagues. 

• May support the Country Relationship Management for a specific market(s) 

• Act as a point of contact for other MI staff, ensure country specific data is relevant and up to date and MI is informed of any country-based issues in a timely manner. 

 

REQUIRED SKILL SET 

 

Basic Qualifications 

 

• Degree in a life science/healthcare field required. 

• 1-2 years of medical information or relevant work experience, preferred  

• Customer Service experience, preferred  

• English language and Portuguese language (Portuguese should be mother tongue and C1 in English) 

• Strong oral and written communication skills 

 Preferred Qualifications 

 

• Pharmacy Degree preferred  

• Understanding of the regulatory and compliance issues relating to the medical function 

• Demonstrated interpersonal skills 

 
Work Location Assignment: Hybrid

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

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Medical