Bruna Abreu

• Responsible for providing high-quality technical and scientific support on the company's products, ensuring that medical information is accurate, up to date, and compliant with current regulations.

• Develop and review medical information materials, including FAQs, technical brochures, presentations, and website content.

• Provide accurate, evidence-based responses to medical inquiries from healthcare professionals and customers.

• Support marketing and sales teams with detailed scientific information about the products.

• Participate in internal training sessions to ensure teams are updated with the latest product data.

• Ensure that all communications and materials comply with local and international regulations.

• Attend scientific congresses and seminars to stay up to date and bring valuable insights to the company.

• Deliver exceptional support and effective solutions to customer needs, ensuring a high level of satisfaction and loyalty.

• Serve as the main point of contact for complex and critical inquiries, collaborating with multiple internal areas to resolve issues and continually improve customer service processes.

• Handle and resolve customer inquiries and complaints efficiently and professionally.

• Monitor and respond to inquiries received through various channels (phone, email, chat, etc.).

• Provide accurate information about products and services, including technical details and usage instructions.

• Assist in training customers and new team members on service procedures and policies.

• Collect and analyze customer service data to identify trends and improvement opportunities.

• Prepare regular reports on performance metrics and customer satisfaction.

• Identify and propose improvements to customer service processes to increase efficiency and service quality.

• Provide assistance to patients, customers, and healthcare professionals, offering guidance and clarifying technical and commercial questions related to Adium Medicines, ensuring customer loyalty, access, and the correct use of our products.

• Record all contacts received by the Customer Service Center (SAC) via phone, email, or “Contact Us” forms in the database, ensuring information traceability and report generation.

• Monitor all stages of the Technical Complaint process, from the customer’s initial report, communication with the logistics company, scheduling visits, receiving the returned product at the plant, to completing the analysis and providing a final response to the customer, ensuring compliance with established internal procedures and deadlines.

• Deliver monthly reports summarizing all SAC interactions, contributing to statistical data analysis and supporting decision-making for relevant departments.

• Identify adverse event reports received by the SAC, collect all required information, and forward them to Pharmacovigilance, ensuring proper functioning of Adium Pharmacovigilance System and supporting the PSP (Patient Support Program) with guidance and clarification.

• Conduct research using available scientific databases and manage the acquisition of scientific articles.

• Provide Customer Service and Pharmacovigilance support, identifying customer needs through complaints, compliments, and information reports, and assist in resolving issues related to medication quality deviations and patient adverse reactions.

• Register patients in the system and address technical questions regarding the company’s manufactured medications.

• Provide administrative support to the Customer Service, Pharmacovigilance, and Clinical Research departments.

• Compounding homeopathic medicines according to prescription and Brazilian Homeopathic Pharmacopoeia (CH, DH, LM, and TM dilutions).
• Performing homeopathic techniques: trituration, dynamization, serial dilutions, and globule impregnation.
• Quality control throughout the process: verifying raw materials, expiration dates, lot numbers, and production records.
• Operating and cleaning specialized equipment (dynamizers, mortars, balances, agitators, etc.).
• Ensuring complete traceability and compliance with Homeopathic Good Compounding Practices (BPMH).
• Organizing and sanitizing the homeopathy lab to prevent cross-contamination.
• Working in compliance with ANVISA regulations (RDC 67/2007, RDC 517/2021) and internal procedures.
• Supporting the pharmacist in weighing, preparation, and process review.
• Customer service in-person, by phone, and digital channels, providing guidance on deadlines, pricing, and order status.
• Receiving and verifying both allopathic and homeopathic prescriptions for registration and quotation.
• Opening orders, issuing invoices, entering data into the system, and processing payments.
• Preparing quotations according to prescriptions and internal pricing tables.

• Organizing documents, files, customer records, and administrative routines.
• Supporting the pharmacist with technical inquiries and information triage.
• Ensuring compliance with sanitary regulations, good practices, and patient confidentiality.