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PPD

Medical Information Specialist (Mandarin-speaking)

The Medical Information Specialist position provides technical and medical information, and/or performs intake of adverse events / product complaints with high-quality customer service. Analyzes and researches inquiries and documents interactions according to organizational, customer and regulatory guidelines. The information provided will be given to a level in parallel with the individual’s expertise, experience and training.
 
Summarized Purpose:

Provides technical and medical information, and/or performs intake of adverse events/ product complaints with quality customer service. Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. The information provided will be given to a level in parallel with the individual’s expertise, experience and training.
 
Essential Functions:
  • Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products.  Processes fulfillments and provides clinical trial information or after-hours on call support.
  • Analyzes caller’s questions to formulate an accurate and concise response using client-approved resources and records inquiries and interactions in the appropriate databases following organizational, client and regulatory guidelines.
  • Identifies, records and triages adverse events and product complaints according to organizational, client and regulatory guidelines and provides additional support (including follow up) as needed. 
  • Maintains thorough knowledge of project and corporate policies and procedures including client products, SOP's, protocols, GCP's, and applicable regulatory requirements.
  • Works closely with internal and external client contacts (up to and including members of client management) to resolve complex inquiries. As needed, researches medical literature and drafts responses for such inquiries.

Requirements:

 

Education and Experience:

  • Bachelor's degree in Life Sciences/Allied Medical courses (e.g. Pharmacy, Nursing, Biotechnology, etc) is a must
  • 1-2 years' experience in a hospital setting or health/life science customer service is preferred
  • Must be willing to work in a contact center setup, occasional holiday work and shifting schedule

Knowledge, Skills and Abilities: 

  • Excellent verbal and written communication skills for both English and Mandarin (in order to works closely with English and Mandarin speaking internal and external client contacts (up to and including members of client management) to resolve complex inquiries.)
  • Proficient computer and keyboarding skills
  • Good interpersonal skills
  • Ability to work independently as well as part of a team.
  • Ability to interpret client provided complex medical and technical information
  • Organizational and time management skills
  • Ability to maintain a positive and professional demeanor in challenging circumstances

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