Customer Contact Center Representative
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Job Description
Contact Center Representative delivering patient support services for a leading global biopharmaceutical company. Engaging in inbound and outbound communication to assist healthcare providers and patients.
Responsibilities:
- The Contact Center Representative will provide customer information and patient support program services, including but not limited to inbound and outbound contacts (calling, live chat, email, and internal transfers), AE and PQC reporting, copay card activation, and access support to both Healthcare Providers (HCPs) and patients.
- Manage and respond to inbound and outbound calls/inquiries using a telephony, virtual, and chat platform and make outbound calls to HCPs and patients.
- Successful delivery of product messages and educational materials covering a variety of topics for HCP offices and patients to maximize the patient experience.
- Provide program information for prescribed products as needed and/or required, as well as report adverse events through approved processes to ensure compliance.
- Provide high-touch assistance with Patient Support Program services, offering emotional support and compassion to patients, while refraining from providing medical advice.
- Utilize approved resources and maintain compliance with program standards for calls, chats, or emails.
- Make complete, accurate and timely submission of all timekeeping, details, call activity, expense reports.
- Obtain all KPI’s including calls handled, schedule adherence, quality scores (call and system), training assessments, and certifications.
- Maintain minimum client and FDA Regulated compliance standards as defined by the quality monitoring process.
- Quickly identify what the caller is inquiring about and triage to the appropriate department.
- Complete accurate documentation of all calls, chats and emails.
- Keep current with market knowledge and competitive products.
- Maintain a professional image for client and client products.
- Participate in all required training and sales meetings.
- Any additional duties as assigned by program management.
Requirements:
- High School diploma required. One or two years of advance education or college degree preferred (B.A., B.S. or equivalent).
- Minimum of one year of inbound contact center experience utilizing telephony platform required.
- Customer service experience in the pharmaceutical or healthcare environment is strongly preferred.
- Demonstrated time management skills; planning and prioritization skills; ability to multi-task and maintain prioritization of key projects and deadlines.
- Excellent telephone, virtual and written communication skills, as well as listening skills and ability to demonstrate tact and patience with callers.
- Ability to utilize critical thinking to identify and resolve patient challenges utilizing client and company guidelines.
- Ability to apply emotional intelligence and empathetic listening with all interactions for customers and CSRs.
- Demonstrated customer and conflict resolutions skills.
- Ability to demonstrate understanding of pharmaceutical access and affordability programs utilizing company guidelines.
- Ability to work in a fast-paced environment, multi-task, and self-prioritize workload.
- Ability to maintain the highest standards of confidentiality and display professional ethical conduct.
- Demonstrated drive and enthusiasm for supporting customers.
- Demonstrated ability to build relationships with customers, cross-functional partners, and third parties.
- Ability to partner and collaborate within a team environment.
- Fully competent in MS Office (Word, Excel, PowerPoint, SharePoint, and Teams).
Benefits:
- 4 weeks of paid time off plus paid company holidays
- medical, dental, vision, 401(k)
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