About role
The Medical Information Customer Experience Specialist (MICES) provides accurate, high-quality technical and medical information to healthcare professionals, patients, and caregivers. The role requires delivering excellent customer service in both Swedish (C2/native) and English, while ensuring all responses comply with regulatory, quality and procedural standards. The specialist may also support second-line medical information activities such as escalation handling and content development.
Main Responsibilities
Medical Information Request Management
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Research and respond to enquiries received through multiple channels, including phone, email, webforms, live chat and postal mail, within defined timelines and quality standards.
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Accurately document all enquiries and responses in line with SOPs, Work Instructions and regulatory requirements.
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Identify and appropriately report adverse events and product quality complaints.
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Provide medical information in Swedish using approved English reference materials.
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Support second-line activities (where required), such as escalation management and content creation for the therapeutic area.
General Responsibilities
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Ensure consistent, high-quality service across all supported countries, working closely with Customer Experience Leads and Medical Information colleagues.
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Identify opportunities for continuous improvement and actively contribute to process enhancement initiatives.
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Represent Medical Information in country-based activities when required, including report preparation, meeting participation and internal awareness-building.
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Support relationship management for specific markets as needed.
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Act as a point of contact for Medical Information colleagues, ensuring country-specific information is current and that issues are communicated in a timely manner.
Required Skill Set
Basic Qualifications
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Degree in a life science or healthcare-related field (required).
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1–2 years’ experience in medical information or a relevant scientific/healthcare role (preferred).
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Customer service experience (preferred).
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Fluency in Swedish (C2/native) and English with strong written and verbal communication skills.
Preferred Qualifications
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Pharmacy degree (preferred).
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Understanding of regulatory and compliance requirements related to Medical Affairs and Medical Information.
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Strong interpersonal and stakeholder communication skills