Job Description
Medical Information Customer Experience Specialist – Swedish
Contract: 12 months
Hours: 37 hours per week
Location: Walton Oaks (Hybrid – 2.5 days per week onsite)
We are recruiting a Medical Information Customer Experience Specialist (Swedish-speaking) to provide high-quality, accurate medical and technical information to healthcare professionals and patients/caregivers. This role plays a key part in delivering an excellent customer experience across multiple channels, while operating within strict regulatory and compliance frameworks.
Key Responsibilities
Medical Information Request Management
* Research and respond to medical information enquiries via phone, email, webform, live chat, and post, in line with agreed timelines and quality standards.
* Accurately document enquiries and responses in accordance with SOPs, work instructions, and regulatory requirements.
* Identify and report adverse events and product quality complaints within required timelines.
* Provide customer responses in Swedish using approved English-language source materials.
* Support second-line medical information activities, including escalation management and content creation, where required.
General Responsibilities
* Ensure continuity and consistency of service across countries of coverage, working closely with Medical Information colleagues and local leads.
* Identify and support continuous improvement initiatives to enhance processes and customer experience.
* Represent Medical Information in country office activities where required, including meetings, reporting, and internal training.
* Support country relationship management for designated markets.
* Act as a point of contact for country-specific medical information updates and ensure data remains accurate and current.
Required Skills & Experience
Essential
* Degree in a life science or healthcare-related discipline.
* Native or C2-level proficiency in Swedish, with strong English language skills.
* Strong written and verbal communication skills.
* High attention to detail and a strong customer service mindset.
Desirable
* 1–2 years’ experience in medical information or a related role.
* Pharmacy degree.
* Understanding of regulatory and compliance requirements within a medical function.
* Strong interpersonal and stakeholder management skills.