ROLE SUMMARY
Medical Information Customer Experience Specialist (MICES) provides technical and medical information to Healthcare Professionals and patients/caregivers with high a degree of quality and customer service in the local language.
The MICES may also assist with secondline content management activities.
MAIN RESPONSIBILITIES / DUTIES
• Medical Information Customer Experience Request Management.
• Research and respond to inquiries received via multiple channels including (but not limited to) phone, email, webform, live chat or postal mail, within the required timelines and standards.
• Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines.
• Identify and report adverse events and product quality complaints within required timelines.
• Provide response in customer’s local language using approved resources in English.
• May support a therapeutic area team with secondline activities including (but not limited to) escalation management and content creation
General Responsibilities
• Ensure continuity and quality of service for customers across all countries of cover by supporting Medical Information IDM Customer Experience Country/Cluster Lead and relevant MI colleagues.
• Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement.
• May be required to represent MI in required Pfizer Country Office (PCO) activities and communicate with and raise awareness of MI to PCO and Business Units (BUs) which may include (but not limited to) the creation of reports, attendance at relevant meetings and training of PCO colleagues.
• May support the Country Relationship Management for a specific market(s)
• Act as a point of contact for other MI staff, ensure country specific data is relevant and up to date and MI is informed of any country-based issues in a timely manner.
REQUIRED SKILL SET
• Degree in a life science/healthcare field required.
• 1-2 years of medical information or relevant work experience, preferred
• Customer Service experience, preferred
• English language and Italian language (C2, mother tongue)
• Strong oral and written communication skills
Preferred Qualifications
• Pharmacy Degree preferred
• Understanding of the regulatory and compliance issues relating to the medical function
• Demonstrated interpersonal skill
If selected, external candidates must be based in Madrid.
#LI-PFE

This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.


Purpose
Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.
Digital Transformation Strategy
One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.
Flexibility
We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!
Equal Employment Opportunity
We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.
Disability Inclusion
Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!

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