Medical Information Customer Experience Specialist Swedish
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) 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
1. Research and respond to enquiries received through multiple channels including phone, email, webforms, live chat and postal mail, within defined timelines and quality standards.
2. Accurately document all enquiries and responses in line with SOPs, Work Instructions and regulatory requirements.
3. Identify and appropriately report adverse events and product quality complaints.
4. Provide medical information in Swedish using approved English reference materials.
5. Support second-line activities (where required), such as escalation management and content creation for the therapeut...