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Bilingual Medical Information Associate

1 month ago

Oakville, Canada CB Canada Full time

Are you looking to make a difference in a patient’s life?  At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference.  As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today



What you will be doing

English job description to follow.

FONCTIONS ET RESPONSABILITÉS PRINCIPALES :

  • Répondre verbalement ou par écrit, en anglais ou en français, aux patients, aux professionnels de la santé, aux demandeurs et au personnel des clients qui posent des questions médicales concernant les produits assignés en se basant sur l’étiquetage du produit, sur la foire aux questions (FAQ), sur les lettres types ou sur les documents approuvés disponibles.

  • Reconnaître, trier et transmettre les effets indésirables au personnel approprié, conformément aux procédures et dans des délais stricts.

  • Reconnaître, trier et transmettre les plaintes sur la qualité des produits au personnel approprié, conformément aux procédures et dans des délais stricts et acceptables.

  • Saisir toutes les demandes de renseignements médicaux dans la base de données désignée.

  • Entretenir et développer les renseignements touchant les produits, les foires aux questions, les lettres types et tout autre document d’information médicale pertinent dans la base de données désignée pour les produits assignés.

  • Élaborer pour les clients des rapports résumant les indicateurs clés de performance. Produire les rapports convenus dans les délais impartis. Examiner toutes les questions des clients au sujet de ces rapports. 

  • Travailler directement avec les clients internes et externes pour demander des informations supplémentaires ou des clarifications, si nécessaire.

  • Produire des réponses à des demandes complexes en temps utile en se basant sur la documentation disponible.

  • Aider à la préparation des audits.

  • Effectuer des recherches documentaires si nécessaire.

  • Trier des télécopies et des documents entrants.

  • Classer les documentations source.

  • Autres tâches assignées par le directeur ou le gestionnaire, selon les besoins.

  • Dans le cadre de cette fonction, il peut être nécessaire d’assurer une astreinte/garde.

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Respond verbally or in writing in English and/or French to patient, healthcare professional, requester and client personnel to answer medical questions regarding assigned products based on product labelling, Frequently Asked Questions (FAQs), Standard Letters or available approved material.

  • Recognize, triage and forward Adverse Events to appropriate personnel as per procedures and within strict defined timelines.

  • Recognize, triage and forward Product Quality Complaints to appropriate personnel as per procedures and within strict acceptable timelines.

  • Entering all Medical Information requests in the designated database.

  • Maintain and develop current Product Information, Frequently Asked Questions, Standard Letters and other relevant medical information material in the designated database for assigned Products.

  • Develop reports to provide to clients summarizing key performance indicators (KPIs). Generate agreed upon reports in a timely fashion. Investigate any questions from clients in relation to these reports. 

  • Work directly with internal and external clients to request additional information or clarification as necessary.

  • Develop responses to complex enquiries based on the literature in a timely manner.

  • Assist in audit preparation

  • Literature searches as required

  • Sorting of incoming faxes and documents

  • Filing of source documentation

  • Other tasks assigned by the Director and/or Manager, as needed

  • May be required to be on standby/ on call as part of this role



What your background should look like 

EXIGENCES EN MATIÈRE D’EXPÉRIENCE ET DE FORMATION :

  • Baccalauréat dans une discipline liée aux soins de santé.

  • Maîtrise de l’anglais ou du français; le bilinguisme anglais/français étant un atout important.

  • De 3 à 5 années d’expérience dans le domaine des renseignements médicaux, de l’innocuité des médicaments, de la recherche clinique ou une expérience équivalente ou connexe dans l’industrie pharmaceutique.

  • Capacité à bien dialoguer par téléphone avec les patients, les consommateurs et les professionnels de la santé.

  • Excellentes compétences rédactionnelles.

  • Attitude positive et capacité avérée à respecter des délais stricts.

  • Capacité à travailler sur n’importe quelle plage de 8 heures entre 7 h et 21 h.

EXIGENCES MINIMALES EN MATIÈRE DE COMPÉTENCES, DE CONNAISSANCES ET D’APTITUDES :

  • Capacité à communiquer efficacement à l’oral et à l’écrit.
  • Étiquette téléphonique professionnelle, écoute active et conversation agréable. 
  • Capacité à transmettre des renseignements médicaux complexes aux consommateurs et aux professionnels de la santé. 
  • Compétences interpersonnelles efficaces. 
  • Compétences organisationnelles efficaces et souci du détail.
  • Capacité à respecter systématiquement les délais.
  • Excellentes compétences en matière de résolution de problèmes et capacité à résoudre les problèmes de manière efficace et efficiente.
  • Excellentes compétences en matière de présentation.
  • Connaissance de Microsoft Word, Excel, PowerPoint et d’autres programmes de la suite Office.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

  • Bachelor degree in a health care related discipline

  • Fluent in English and French; Bilingualism

  • 3-5 years’ experience in Medical Information, Drug Safety, Clinical Research and/or equivalent and related experience in the pharmaceutical industry

  • Ability to engage well over the telephone with patients, consumers and healthcare professionals

  • Excellent writing skills

  • Can do attitude, with proven ability to meet strict deadlines

  • Able to work any 8-hour shift between 7:00 AM - 9:00 PM, if necessary

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

  • Ability to communicate effectively both orally and in writing

  • Professional telephone etiquette; active listening and pleasant speaking 

  • Able to translate complex medical information to consumers and healthcare professionals 

  • Effective interpersonal skills 

  • Effective organizational skills, attention to details

  • Ability to consistently meet deadlines

  • Excellent problem-solving skills; ability to resolve issues effectively and efficiently

  • Excellent presentation skills

  • Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs



What AmerisourceBergen offers


We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.



Schedule

Full time

Affiliated Companies:

Affiliated Companies: Innomar Strategies

Equal Employment Opportunity

AmerisourceBergen is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.



COVID-19 Vaccine Policy

As of October 18, 2021, AmerisourceBergen requires all Canadian team members to be fully vaccinated and show proof of completed vaccine status at time of hire. If you cannot receive the COVID-19 vaccine due to a qualifying medical condition or sincerely held religious belief you will be required to follow AmerisourceBergen’s policy and process to apply for an exemption/accommodation. 



Accessibility Policy

AmerisourceBergen is committed to fair and accessible employment practices. When requested, AmerisourceBergen will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

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