Customer Contact Center Representative - Remote, Pacific/Mountain

Join the IQVIA team, where diversity and inclusion thrive in a workplace committed to improving patients' lives. We recognize that our employees are crucial to our mission's success and have been acknowledged as a fantastic workplace. At IQVIA, we provide benefits and programs to empower you to reach your full potential.

As a global leader in commercial solutions, IQVIA is dedicated to delivering impact both nationally and internationally. Our collaborative teams play a vital role in ensuring that biopharmaceuticals, medical devices, patient support services reach those who need them. We offer valuable insights to customers and demonstrate product value to payers, physicians, and patients. Whether acting as a sales force to physicians or providing education to patients or prescribers, you can contribute to delivering real-world medical breakthroughs with the right experience. Explore the possibilities and be part of shaping a healthier future with us.

In partnership with our client, a leading global biopharmaceutical company, we are actively searching for Contact Center Representatives to deliver on our commitment to serve patients.

Salary: $21-$23/hour: difference based on experience and shifts

o $21/hour: meets minimum position requirements/no weekend shifts

o $22/hour: higher end of experience/no weekend shifts

o $23/hour: agents who work both Saturday and Sunday shifts as part of their 40-hour work week

Shift Differential: $23/hour base pay rate plus $2 shift differential for weekend hours only

o 24 hours of the week: $23/hour

o 16 hours (Sat & Sun): $23/hour plus $2/hour shift differential

· 4 weeks of paid time off plus paid company holidays

· Benefits: medical, dental, vision, 401(k)

· Multiple shifts available: Eight-hour workdays, 5-day work weeks, with 2-day weekends

o Monday – Friday: 8:00 AM – 5:30 PM EST

o Monday – Friday: 11:30 AM – 8:00 PM EST

o Saturday – Wednesday: 9:30 AM – 6:00 PM EST

Employees will have a potential of overtime and shift adjustments based on business needs and performance.

Major 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.

Additional duties include:

· 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 product 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.

· Quickly identify what the caller is inquiring about and triage to the appropriate department.

· Complete and 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.

Minimum 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 a utilizing telephony platform required.

· Customer service experience in the pharmaceutical or healthcare environment 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 comp