Medical Information Customer Experience (MI CEx) EUCAN is a customer-focused group within Worldwide Medical & Safety (WMS) that oversees frontline operations who are responsible for handling and responding to unsolicited medical inquiries regarding Pfizer products and devices, from customers that include consumers, healthcare professionals (HCPs) and internal Pfizer colleagues across EUCAN.

ROLE SUMMARY

Comprehensive support to Medical Information, including but not limited to Customer Experience (MI CEx) teams, including the leads, in defining the business processes to improve and maintain the efficiency of the contact centre, overseeing the working processes and maintaining the operative workflow. The key focus of the Workflow Coordinator is to support the teams in the analysis and provision of accurate management information for all aspects of service delivery; in addition, the operational planning and workflow management reporting, data mining, and analysis.

• Assist the MI CEx teams with reporting, scheduling, technology and real-time management.
• Capture, analyse and report on key operational metrics
• Support the continuity of telephony system - must have ability to define root-cause and trend spotting, making recommendations to Managers/Leads.
• Ability to analyze and report on key business data, both in report format and face to face with key stakeholders.
• Assist in the systematic and comprehensive analysis of data to ensure accurate and meaningful management information and reporting.
• Liaise with translations vendor to manage case workflow with operational team

QUALIFICATIONS:

• Bachelor degree
• 2+ years of relevant telephony vendor management experience, or equivalent combination of education and experience that provides the knowledge, skills and abilities to perform the role
• Pharmaceutical experience. Or equivalent combination of education, training and experience that provides the knowledge, skills and abilities to perform the role
• Medical Terminology, preferred
• Advanced in Microsoft Excel/Word/PowerPoint, excellent computer and keyboard skills
• Proficient in Workflow Management software
• Ability to interpret and relay technical information Preferred Qualifications
• Contact Centre experience

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

To apply please visit our website www.pfizercareers.com and search job Workflow Coordinator - Medical Information id 4910269.