Medical information officer [f/m/x]

Job description

About the Role

We are looking for a Medical Information Officer to strengthen its Medical Information service in Belgium. In this role, you will be the first point of contact for medical inquiries on medicines, received via phone, email and other channels. You will ensure that healthcare professionals, patients and internal stakeholders receive clear, scientifically accurate and balanced information, in full compliance with internal procedures and local regulations.

You will collaborate closely with Medical Affairs, Patient Safety and Quality Assurance teams and play a key role in supporting the safe and effective use of products.

Key Responsibilities

1. Medical Information & Customer Engagement

• Act as a primary contact for medical information requests on products from healthcare professionals, patients, caregivers and internal colleagues.
• Handle inquiries received via multiple channels (email, phone, digital platforms, field force) in accordance with internal guidelines and service levels.
• Provide clear, accurate, balanced and non‑promotional responses within agreed timelines, using approved information sources and standard response documents.
• Escalate complex or unusual inquiries to more experienced Medical Information colleagues within the global network when needed.
• Accurately log and document all inquiries and responses in the Medical Information system, in line with procedures and local regulations.

2. Medical Information Intake Channels Management

• Monitor Medical Information intake channels (e.g. mailbox, phone line, webforms) on a daily basis.
• Perform an initial assessment of each contact to determine whether it is a medical information request, safety report, product quality complaint or other type of enquiry.
• Route inquiries appropriately to Medical Information, Pharmacovigilance, Quality or other functions based on internal processes.
• Identify and highlight recurring questions, issues or trends to relevant stakeholders.

3. Material Review Support

• Support the review of promotional and non‑promotional materials for products (print, digital, events-related) from a scientific and regulatory accuracy perspective.
• Contribute to verifying that materials meet internal requirements as well as applicable local laws, regulations and industry codes.

4. Compliance, Safety & Quality

• Identify, document and forward adverse events and other safety-related information to the Drug Safety/Pharmacovigilance team within defined timelines.
• Identify and report product quality complaints to the local Quality Assurance department in line with procedures.
• Ensure full compliance with SOPs, local regulations and ethical standards related to Medical Information, pharmacovigilance, promotion and data privacy.
• Support audits and inspections by maintaining accurate, complete and high‑quality documentation.

Candidate Profile

Education & Knowledge

• Scientific-oriented bachelor’s or master’s degree (e.g. pharmacy, biomedical sciences, life sciences, nursing or similar).
• Fluency in Dutch, French and English (spoken and written) – at least 2 of the 3 languages are required; the third is a strong asset.
• Basic understanding of:
  • The biopharmaceutical industry environment and the healthcare system.
  • The importance of safety reporting and product quality.

Skills & Competencies

• Strong written and verbal communication skills; able to explain scientific information clearly and appropriately for different audiences (HCPs, patients, internal teams).
• Good organizational and time-management skills; able to handle multiple requests simultaneously and respect timelines.
• Ability to search, understand and summarize scientific or technical information from various sources.
• High level of accuracy and attention to detail, especially in documentation and data entry.
• Comfortable working with common digital tools and office software (email, document editing, spreadsheets, presentation tools, web-based platforms, databases); experience with knowledge management systems is a plus.
• Ability to work independently within defined procedures, while proactively seeking guidance when needed.
• Team-oriented mindset, open to collaboration with cross-functional colleagues.
• Strong sense of ethics, integrity and commitment to patient safety.