Healthcare Contact Center Specialist Full Time NEW

**Contract position**

Receive, respond, and document Customer Requests related to Customer

Support, and on label consumer product inquiries. Participate in the intake of

Product Quality Complaints regarding all company products and ensure follow-

up for all related documentation and customer follow-up. Communicate

accurate and timely on label product information with a primary focus on

Patients/Caregivers while handling HCP requests as appropriate.

Major Accountabilities/Responsibilities:

• Receive incoming Customer Service requests and product complaint inquiries via telephone, e-mail, or fax, from patients, and caregivers regarding all company products
• Respond to on label product inquiries in a timely manner utilizing approved materials (e.g., Prescribing Information, and FAQs)
• Escalate appropriate inquiries including Adverse Event intake to the Science Partner and Medical Information colleagues
• Assist with inquiries concerning special promotions and/or information regarding
• specific product inquiries (e.g. product discontinuation, product availability)
• Document all incoming inquiries, and reports of Product Quality Complaints in the
• Enquiry Intake Database in accordance with applicable SOPs.
• Assist customers with Patient Assistance Programs questions or concerns
• Utilize advanced customer service skills to meet or exceed customer expectations
• Gather and share customer insights with leadership
• Maintain relevant product knowledge regarding company products
• Maintain knowledge of policies and procedures including Standard Operating
• Procedures, protocols, best practices, and FDA regulations
• Assist with goal of ensuring that all incoming calls are responded to promptly by phone and ≤ 2 days by written correspondence

Minimum Experience/Skills Required

• Bachelor’s Degree with a health care related background preferred
• Background in CNS, Immunology, Rare disease is helpful
• Minimum of 0-2 years clinical experience, with patient education or support responsibilities
• Experience in customer service or patient-facing roles
• Strong interpersonal and communication skills
• Experience in CRM systems

JOB DESCRIPTION

• Advanced phone call handling techniques
• Ability to understand various customer social styles respond appropriately
• Proficiency in use of PC applications (e.g. Outlook, Microsoft applications)
• Ability to work effectively in a team environment.
• Ability to plan, organize, prioritize, and execute multiple tasks within assigned objectives.
• Position requires professional demeanor, team orientation, self-motivation, and ability to influence customers both externally and internally.