Medical Information Customer Experience Specialist – Swedish
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 * Research and respond to enquiries received through multiple channels, including phone, email, webforms, live chat and postal mail, within defined timelines and quality standards. * Accurately document all enquiries and responses in line with SOPs, Work Instructions and regulatory requirements. * Identify and appropriately report adverse events and product quality complaints. * Provide medical information in Swedish using approved English reference materials. * Support second-line activities (where required), such as escalation management and content creation for the therapeutic area. General Responsibilities * Ensure consistent, high-quality service across all supported countries, working closely with Customer Experience Leads and Medical Information colleagues. * Identify opportunities for continuous improvement and actively contribute to process enhancement initiatives. * Represent Medical Information in country-based activities when required, including report preparation, meeting participation and internal awareness-building. * Support relationship management for specific markets as needed. * 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 * Degree in a life science or healthcare-related field (required). * 1–2 years’ experience in medical information or a relevant scientific/healthcare role (preferred). * Customer service experience (preferred). * Fluency in Swedish (C2/native) and English with strong written and verbal communication skills. Preferred Qualifications * Pharmacy degree (preferred). * Understanding of regulatory and compliance requirements related to Medical Affairs and Medical Information. * Strong interpersonal and stakeholder communication skills