Medical Team Member - Contact Center-12

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 our Company National Service Center, Field Service Center, Promotional Contact Center, and Company Switchboard. These interactions occur across communication channels such as digital, social, chat, phone and mail for all our Company 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 our Company 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).

Primary Activities & Responsibilities include and may not be limited to:

• Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue. Respond to our Company National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and our 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.

• May manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience.

• May collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.

• Manage escalated customer requests to resolution for assigned projects and assess customer interactions to continually enhance the customer experience and achieve operational excellence.

Qualifications:

Education Minimum Requirement:

• Bachelor’s degree (BA/BS)

• Healthcare Professional Degree (e.g. RN/BSN)

Required Experience and Skills:

• Minimum of 2 years of experience in the healthcare field, or a minimum of 2 years as a Field Sales Representative in the pharmaceutical industry ​

• Ability to come into the office as needed for training and meetings

• Scientific Acumen

• Customer service 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

Preferred Experience and Skills:

• Project Management

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace.  All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or o