Sr. Specialist, Shared Services Management - Medical Team Member

Job Description

The Customer Service Management (CSM) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions in the company's National Service Center, Field Service Center, Promotional Contact Center and company's Switchboard.  These interactions occur across communication channels such as digital, social, chat, phone and mail for all our company's products/vaccines and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market.

The Medical Team Member is a customer-facing role which has primary responsibility for managing unsolicited inquiries from Healthcare Providers who reach out to the company's National Service Center. This role will also answer select Consumer and Employee inquiries as needed.  While current volumes are predominately from phone, these are multi-channel contact centers and volumes from other channels are expected to increase (i.e., chat, text, email). The expected working hours for this role are 11:00 AM to 7:00 PM EST.

Primary Activities:

• Resolve customer questions and concerns effectively and efficiently through active listening

• Respond to our company's National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and company databases.

• Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires

• Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints

• Ensures the delivery of the desired customer experience for all customer/employee engagements

• Manage development and execution of both internal and external stakeholders’ multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations

• Implement new strategies, share status of operations and key performance metrics, and manage escalated issues

• Manage escalated customer requests to resolution and continually enhance the customer experience to achieve operational excellence

Qualifications:

Minimum Requirements:

• Bachelor’s degree (BA/BS)

• Healthcare Professional Degree (e.g. RN/BSN) or equivalent healthcare experience

• Healthcare experience or experience as a pharmaceutical Field Sales Representative

• Ability to work the required hours for this role: 11:00 AM - 7:00 PM EST

• Scientific Acumen

• Exceptional Customer Service skills & experience

• Strong communication; written & verbal

• Ability to summarize clinical trial/scientific information

• Customer-centric focus

• Attention to detail

• Good typing/computer skills

• Ability to understand scientific information contained in Prescribing Information for products

• Must pass certification upon the completion of training to demonstrate proficiency in role

• Meet all compliance, quality and productivity metrics

   

Preferred Experience and Skills:

• Experience working in a Customer Relationship Management (CRM) system

• Project Management

Required Skills:

Adaptability, Adaptability, Business Process Management (BPM), Change Management, Clinical Trials, Communication Methods, Communication Strategy Development, Contact Center Operations, Customer Centric Focus, Customer Experience Management, Customer Management, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Management, Detail-Oriented, Digital Communications, Digital Marketing, Direct Marketing, Market Development, Market Research, Operational Excellence, Pharmaceutical Sales, Product Management, Project Management, Quantitative Analytics {+ 1 more}

Required Skills:

Adaptability, Adaptability, Business Process Management (BPM), Change Management, Clinical Trials, Communication Strategy Development, Contact Center Operations, Customer Centric Focus, Customer Experience Improvement, Customer Experience Management, Customer Management, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service, Customer Service Management, Detail-Oriented, Digital Marketing, Direct Marketing, Market Development, Marketing, Market Research, Operational Excellence, Pharmaceutical Sales, Pro