Medical Information Coordinator -Medical Information German Speaking

ProPharma Group is an industry leading, single source provider for regulatory compliance, pharmacovigilance, and medical information services across the full development lifecycle for pharmaceutical, biotechnology, and medical device companies. Operating around the world with offices in Australia, Canada, Germany, Japan, the Netherlands, Sweden, United Kingdom, and the United States, ProPharma Group’s fully integrated service offerings will provide clients with a comprehensive suite of global support services that are required to be competitive in today’s dynamic markets. We build successful long-term relationships with clients by providing leading industry knowledge, experience, and proven processes.

The Medical Information Coordinator role is to perform activities to support ProPharma Group processes and services for Medical Information (MI), Product Complaints and Adverse Event correspondence, load documents into the system and generate reports focusing on mainly over-the-counter products.  Provides general administrative functions, maintains distinctive quality and commitments as the operating philosophy in carrying out all processes. Continually seeks out ways to enhance customer service experience both internally and externally. 

Essential Functions Include:

• Responds to unsolicited consumer, health care professional and other external customer requests for medical and safety information received via the contact center, website/e-mail/social media on behalf of ProPharma Group’s pharmaceutical clients within a limited product scope. 
• Provides labeled medical/safety information responses in accordance with regulatory requirements, industry standards and client and ProPharma Group internal policies and practices. 
• Accurately identifies, documents and reports adverse events, pregnancy reports, special situation events and product complaints in a clear and concise manner within required timeframes per government regulations, ProPharma Group Standard Operating Procedures (SOPs) and client working practices/instructions.   
• Case entry of electronic correspondence into multiple databases. 
• Generates and develops reports as directed. 
• Maintain controlled documents. 
• Fulfill and support inbound and outbound MI correspondence. 
• Maintain indices for prepared responses. 
• Create and fill envelopes for outgoing MI correspondence. 
• Provide administrative support for MI group as needed. 
• Prepare Medical Information outgoing mail. 
• Process mailers using client preferred or ProPharma Group preferred courier services to collect product quality complaint samples or send other communication. 
• Communicate with clients applicable for all case types. 
• Place outbound follow up calls to complete adverse event and product quality complaint reports and to collect additional information as requested by the client. 
• Send letters in response to product quality complaints and medical information questions as directed by the client. 
• Quality assurance review of applicable cases. 
• Adheres to company and country-specific privacy policies. 
• Other duties as assigned. 

Qualified candidates must have:

• Preferred: Post-secondary non degree award (Nursing Assistant, Paramedic, EMT, Pharmacy Technician, Veterinary Technician) 
• Preferred: Experience in work related customer service or call center function 
• Preferred: Experience with medical terminology 
• Bilingual (German and English). German skills must be at mother tongue/native level. 
• Excellent verbal and written communication skills.  
• Ability to correctly identify inquirer’s question(s) and communicate an accurate response utilizing client approved information.   
• Proficient computer knowledge and computer keyboarding skills including intermediate proficiency in Microsoft Office Suite (Outlook, Word and Excel) to create client documents and reports. 
• Strong organization and prioritization skills; with strong attention to detail. 
• Ability to work independently and within a team. 
• Exceptional customer service skills. 

• All candidates must be legally eligible to work in Germany.
• ***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***