20 days old

TLAC Medical Associate (Spanish Speaking)

Cork, Cork
TLAC Medical Associate (Spanish Speaking)
Europe; Middle East; Africa

Eli Lilly Cork GBS
At Lilly, we 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 Little Island, Cork. There we boast vibrant workforce made up of over 44 nationalities.

Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business? And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Meeting Services, Global HR Data Management, Medical Information ,Procurement, Trial Capabilities and more to come on stream across 2019 and 2020.

  • 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 Lilly behaviors including the Lilly values of Integrity, Excellence and Respect for People
  • Creates and contributes to an environment that creates enthusiasm and accountability for satisfying customer needs
  • Respects peoples 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 tradeoffs in order to maintain focus on accomplishing the goal
  • Ensures the alignment between the goals of the business, TLACs 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 standards

Compliance and Health and SafetyDirections 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 Health and SafetyDIRECTIONS program

Bachelor's degree; nurse, pharmacist, or other qualified health care professional
Knowledge of pharmaceutical / healthcare business
  • Experience in a customer contact center or service team environment
  • Experience communicating detailed information to a variety of customer types
  • Fluency in English and Spanish, verbal and written forms
  • 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

TLAC-The Lilly Answers Center

The Lilly Answers Center (TLAC) is the United States contact center 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 Lilly 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.

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  • Science
Posted: 2019-11-01 Expires: 2019-12-06

As one of the oldest continuously operating companies in the United States, we are proud of all the innovative work we’ve accomplished for the last 140 years to improve global health.

We are looking forward to an even more successful future in which continued innovation and contributions from top talent in all areas of our organization will be critical.

Are you looking for a way to make life better for people around the world? We have opportunities in many areas of our organization. Please use the search feature to see the wide scope of our positions.

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TLAC Medical Associate (Spanish Speaking)

Cork, Cork
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