Provide consistent customer service support to all stakeholders for the assigned program(s)
Specific Job Duties:
Handle inbound and outbound contacts from various sources (patients, healthcare providers, etc.) related to a specific program, as applicable.
Provide consistent customer service support to all stakeholders for the assigned program/s.
Working knowledge of program guidelines, medication, or disease being referenced in call scripts.
Conduct communication through various channels (phone, fax, email) to retrieve data or to address discrepancies in data received.
Complete full follow-up with regards to missing information from stakeholders, including data entry process, as applicable, documentation, and safety reporting per program guidelines.
Identify, report, and document safety events, product complaints, and/or medical information requests according to the program guidelines.
Apply corrections and/or updates in the secured program application/s and appropriate documents that have been identified through data verification or follow-up calls.
Escalate potential concerns or issues that require management’s immediate attention and provide a summary with appropriate detail to his/her direct supervisor.
Document all communications in the appropriate application contact log in an accurate, concise, and timely manner.
Ensure all assigned project tasks are completed.
Provide new and/or updated training materials as needed.
Review documents for program standards and take appropriate action.
Ensure data entry, filing, and data confirmation are completed accurately and in a timely manner, as applicable.
Temp to hire opportunity
High School Graduate; some college preferred
Medical experience is preferred
Customer service experience required
2-3 years of relevant experience
Proficient in multitasking and ability to prioritize tasks
Proficiency with personal computers including Microsoft Office
Ability to work on complex programs or multiple programs at the same time requiring critical thought processing
Ability to work a flexible schedule that could include 24/7 on call coverage shifts