Discover a career
with greater purpose

Essential Functions

• To prioritize and complete the assigned trainings on time.

• Receiving and documenting incoming calls, chats, faxes and emails from external customers such as  patients and/or healthcare providers and responding to their enquiries about products.

• Disseminate clear, accurate information to healthcare professionals and patients based on the approved call scripts and/or other approved resources related to the use of client products.

• Create Adverse Event and Product Quality Complaint reports requiring concise data entry covering everything from patient symptoms, admission and results – this will include medical terminology, writing narratives, generating case queries.

• Clarify, investigate and capture adverse event and product quality information.

• Translation of content where necessary.

• Ensure to meet quality standards per project requirements.

• Ensure to meet productivity and delivery standards per project requirements.

• To ensure compliance to all project related processes and activities.

• Read and acknowledge all necessary IQVIA standard operating procedures (SOPs) and customer SOPs as required. Ensure all required training is executed in a timely fashion and documented. Work towards ensuring your individual training plan and training transcript are reconcilable.

• Creating, maintaining and tracking cases as applicable to the project plan.

• Identify quality problems, if any, and bring them to the attention of a senior team member.

• To demonstrate problem solving capabilities.

• Liaise with different functional team members, e.g. project management, clinical, data management.

• May liaise with client in relation to details on day to day case processing activities.

• To mentor new teams members, if assigned by the Manager.

• Attend project team meetings and provide feedback to operations manager on any challenges/issues or successes.

• Perform other duties as assigned.

• Lead/ support department initiatives.

• 100% compliance towards all people practices and processes.

Qualifications

• Bachelor's Degree in Pharmacy.

• Proficiency in Mandarin to liaise with Mandarin-speaking markets.

• Must be based in Kuala Lumpur (hybrid work model).

• At least 1-2 years of relevant Medical Information experience in the field.

• Good knowledge of medical terminology.

• Working knowledge of applicable Safety Database and any other internal/Client applications.

• Knowledge of applicable global, regional, local clinical research regulatory requirements.

• Good working knowledge of Microsoft Office and web-based applications.

• Strong organizational skills and time management skills.

• Strong verbal/written communication skills.

• Ability to follow instructions/guidelines, utilize initiative and work independently.

• Ability to multi-task, meet strict deadlines, manage competing priorities and changing demands.

• Ability to be flexible and receptive to changing process demands.

• Willingness and aptitude to learn new skills across Safety service lines.

• Ability to establish and maintain effective communication and working relationships with coworkers, managers and clients.

• Ability to work as a Team Player, contribute and work towards achieving team goals.

• Ensure quality of deliverables according to the agreed terms.

• Extensive use of telephone and face-to-face communication requiring accurate perception of speech.

• Flexibility to operate in shifts.