Medical Information Associate

**Make your mark for patients.**

We’re here because we want to build the future and transform patients’ lives for the better.

At UCB, our people are our experiences and achievements, our passion and drive. That’s why we’re looking for talented individuals with diverse backgrounds and experiences - not just the best and brightest, but those who care about making a meaningful difference in the lives of patients. We promote an environment of diversity, openness, and respect where people can make valuable contributions.

An exciting journey lies ahead. Will you join us in pushing the boundaries of what’s possible?

**Fonction : Adjoint(e) à l’information médicale (bilingue)**

**Laissez votre empreinte sur les patients.**

Nous sommes ici parce que nous voulons bâtir l’avenir et rendre la vie des patients meilleure.

Chez UCB, nos collaborateurs incarnent nos expériences et nos réalisations, notre passion et notre dynamisme. C’est la raison pour laquelle nous sommes en quête de personnes talentueuses aux horizons et expériences variés, pas seulement les meilleures et les plus brillantes, mais également les personnes qui souhaitent changer de manière significative la vie des patients. Nous favorisons un environnement propice à la diversité, à l’ouverture et au respect où chacun peut apporter sa pierre à l’édifice.

Un parcours passionnant nous attend. Voulez-vous vous joindre à nous pour repousser les limites du possible?

**To strengthen and support our **Medical** **Affairs** department based in our **Oakville, CA hub**, we are seeking an experienced and dynamic **Bilingual Medical Information Associate **to join **UCB Canada Inc**.**

The UCB Cares Partner receives and handles customer enquiries - from patients, caregivers, healthcare providers and other stakeholders - including medical information, product quality complaints, safety reports, customer support and product supply requests. He/she understands patients’ needs and offers corresponding answers and solutions based on local availability and in accordance with regulations and compliance frameworks.

**You like to work in an **environment** where you**:

- Be the frontline contact and support to understand and respond to enquiries from Patients, Caregivers, Healthcare Providers, Internal Partners, Payers, Clinical Trial sites, and other stakeholders.
- Receive and respond to medical/scientific inquiries, product complaints and safety reports regarding UCB’s products and disease states while communicating accurate, timely, and fair balanced medical and product information, utilizing approved materials (e.g. Prescribing Information/Summary of product Characteristics (SmPC), Question & Answer Documents (Q&As), and Global/Custom Response Documents.
- Collect appropriate safety report and product quality complaint information to perform medical assessment and evaluation to allow proper management of the safety profile of UCB products.
- Uncover customer needs and handle customer support and product supply enquiries based on local solutions developed by Patient Value Units, and in accordance with regulations as well as legal and compliance frameworks.
- Record all enquiries into the relevant systems, ensuring complete and accurate documentation.
- Engage with customers and follow up as needed until complete resolution.
- Utilize advanced customer service skills to meet or exceed customer expectations while identifying additional resources appropriate to meet the needs of the customer.
- Interact closely across the functional and cross-functional team to be updated on new product information, data, and solutions.
- Work with PVUs to share and collaborate on observations, trends, and insights.

**You will be **responsible** for**:

- Collaborate with internal stakeholders to ensure awareness and connectivity on initiatives that will impact patient value.
- Demonstrate leadership around insights by working to leverage available tools to better identify and highlight actionable customer insights.
- Function within approved processes and procedures to ensure compliance while working with departmental leadership and the global/regional teams to contribute to operational excellence.
- Identify recurring questions that do not have an approved response, as well as potential future content needs, and notify the Medical Information Solution team.
- Localize global content by creating Custom Response Documents meeting local requirements and regulations, based on Global Response Documents.
- Ensure complete and accurate reconciliation between the enquiry intake system and the Patient Safety/Quality Assurance systems, for Safety Reports and Product Quality Complaints.
- Ensure understanding of and implement feedback received on case classification and documentation.
- Contribute to the UCB Cares/Medical Information communities by sharing experiences and participating in special projects.

**Interested?** **For this position you'l