Healthcare Assistant - Pharmacy/ Nurse/ Healthcare graduate

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  • Salary: Negotiable
  • Employer Name




    Salary perAnnum
    Job TypePermanent
    Website Link - Apply Here

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    State/ProvinceCork County
    AddressCork, County Cork

TLAC Medical Associate

Company Overview

Make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives. Central to all that we do are our talented and motivated professionals, circa 750 of whom are based at our Global Business Solutions centre in Cork. There we boast vibrant workforce made up of over 44 nationalities.


* Develops, maintains and demonstrates product and process (policies and procedures) expertise to respond to inquiries, with a focus on HCP and sales representative interactions

* Handles complex customer interactions including calls and alternate channels (e.g. emails, chats, etc.) Analyzes customers’ questions to formulate an accurate and complete response using approved resources in a timely manner

* Ensures best in class customer support at all times

* Troubleshoots and resolves through appropriate channels

* Researches and uses information from approved sources to accommodate customers’ requests

* Demonstrates strong problem solving and decision-making skills when addressing customer interactions

* Accountable for effectively documenting customer interactions (e.g. inquiries, adverse events and product complaints) in accordance with good documentation practices in the appropriate systems/databases

* Identifies unmet customer needs and communicates to the business opportunities to drive answers and positive customer experiences

* Coordinates and participates in special projects or assignments as appropriate

* Seeks opportunities to enhance partnerships between TLAC and business partners (internal and external)


* Demonstrates Team player behaviours including the company values of Integrity, Excellence and Respect for People

* Creates and contributes to an environment that creates enthusiasm and accountability for satisfying customer needs

* Respects people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision

* Defines what is and what is not important; makes the necessary trade-offs in order to maintain focus on accomplishing the goal

* Ensures the alignment between the goals of the business, TLAC’s goals and individual goals

* Creates a safe environment where all team members feel they can share their unique opinions and ideas

* Decides and acts promptly, using good judgment and anticipates or removes obstacles that get in the way of progress

* Supports efforts to implement processes and technologies to maximize efficiency and effectiveness

* Delivers and drives excellence in quality standard

Compliance and Directions Program

Recognizes and follows all compliance policies, laws, regulations and The Red Book

​Completes all training and associated tests on time

Integrates compliance into daily activities

Cooperates with investigations, monitoring and audits

Complies with any corrective actions

Responds appropriately to reported and known / suspected compliance violations

Complies with all requirements as established by the DIRECTIONS program

Basic Qualifications

Bachelor´s degree; nurse, pharmacist, or other qualified health care professional

Additional Skills/Preferences

Knowledge of pharmaceutical / healthcare business

Fluency in English verbal and written forms

Experience in a customer contact centre or service team environment

Knowledge of pharmaceutical / healthcare business

Experience communicating detailed medical information to a variety of customer types

Learning agility

Strong computer skills including demonstrated ability to type (data entry, searching multiple data bases) while on telephone

Commitment to following quality processes and standards

Strong customer service skills, including professional telephone etiquette

Active listening skills including the ability to listen to and understand information presented through spoken words

Ability to communicate information and ideas so others will understand

Ability to maintain a positive and professional demeanor in challenging circumstances

Team player

Ability to multi-task

Detail-oriented with strong problem solving and time management skills

Hours for this position are US Market – 2pm – 10pm (Mon-Fri)

Additional Information

The Company Answers Centre (TLAC) is the United States contact centre supporting patients, HCPs and Sales Representatives.
The organization combines scientific knowledge and communication expertise in order to organize and deliver answers that are meaningful and relevant to the company customers. We strive to deliver answers and solutions through easy interactions that enable people to feel they are genuinely cared for and able to trust us