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Health Representative

3 weeks ago

Pasir Panjang, Singapore Pfizer Full time

Responsible for onboarding customers to new operating models and to new platforms (e.g., Digital Engagement Portal)
- Ability to effectively identify and implement the most efficient virtual/in-person engagement strategies by customer to maximize overall effectiveness and impact. Develops and implements effective business and territory call plans and adapts based on self-identified opportunities and insights.
- Knowledgeable of HCPs preferences for content and channels to orchestrate an ideal customer experience through relevant content selection
- Driving identified customers to the digital service offerings, opening a world of trusted materials and support that can be tailored to their needs and those of their patients. Ensuring customers gain best value from the services
- Effectively builds rapport and relationships with customers across virtual and F2F environments; maintains amethodical approach toward call objectives (e.g., clear next steps and appropriate documentation, managing to KPIs); utilizes current digital tools effectively (e.g., Veeva Engage) as well as adapts quickly to new CF tools for successful customer engagement; leverages analytics to assist with developing insights and next best action plans
- Gaining deep understanding of Health Care Professional needs, sharing expert product advice, tailoring data, delivering promotional activities, aligning the customer lifecycle with that of the Pfizer portfolio and connecting them to relevant internal Pfizer people whenever they need it
- Provide objective and scientifically sound medical information regarding Pfizer's product portfolio and the diseases states treated. Incorporating the use of educational programs, outcome and other tools which identify the greatest opportunities for improving patient care.
- Responsible forstrategic deployment of Pfizer resources to support HCP(e.g. patient education, adherence resources);workeffectively across multiple virtual engagement platforms based on customer preferences/compliance guidelines; able to integrate guidancefrommanagementandother supportfunctions (Marketing, Medical)andtechnical solutions (e.g. RTE) into call planning; collaborate effectively with other Customer-Facing (CF)colleagues
- Seeking and developing awareness of external market conditions to drive exceptional customer support and insights, connecting customer discussions with external trends and internal developments within Pfizer.
- Establishing a strong working relationship with the Pfizer HSP (Digital), SHP (Community) and Medical Teams and sharing insights from customers to improve Pfizer’s digital service offering.
- Managing and achieving annual targets and ensuring adherence to Compliance, Legal, Medical and Regulatory requirements.
- Provide support for relevant inline medicines prescribed by HCP’s
- Share relevant brand and therapy area updateswith HCP’s
- Ability to convey relevant messages acrossmultiple medicines and therapy areas
- Strong customer relationship focus, establishingtrusting relationships, quick to navigate complexhospital stakeholder environment, experts insecondary care environment and or Primary Care
- Has a thorough understanding of the environmentand challenges of their key HCPsand acts tocome back to the business so we can findsolutions to their needs in managing ourpatientsand identify opportunities
- Strong capabilities in leveraging virtual/digitalchannels with at least 50% of interactions to bevirtual
- Single point of contact forrelevant Pfizer medicines for their accounts
- Able to understand howproducts across the businessinterplay with each other
- Ability to have aproductPOAchange based onneeds of customer and theirpatients
- Ensures a customer centric - comprehensive approach tothe way HCP’s treat their patients with allPfizer brands that are relevant to the customer
- Customer Engagement:

- Leads, coordinates, and manages the long term, consultative, customer relationship to become the customer’s trusted business advisor. Extends the relationship beyond transactional to needs analysis based.
- Demonstrates expertise in relationship skills, creatively delivers innovation and thought leadership, and represents the full spectrum of Pfizer value.
- Responsible for overall service excellence within the account and is the customer advocate internally at Pfizer.
- Account Management:

- Maximises opportunity across the Pfizer portfolio, monitors progress with key accounts and evolves Account Plans as appropriate.
- Analyses and understands the local environment, account business, and aligned Pfizer priorities to create Account Plans, and utilises insights to create and execute value propositions of mutual benefit.
- Leadership:

- Applies a proficiency in business acumen, including understanding of the account business, industry, economic trends, issues, and competition. Share insights gained with CL, marketers and cross functional colleagues
- Develops and leads the Account Plan and co