Job Description

Call Center Non-Clinical Support Agent/REMS (Remote) - 8-5p EST

CEC Customer Support

Location:

About the Position:

The Call Center Non-Clinical Support Agent/REMS plays a vital role in ensuring patient safety and regulatory compliance by supporting healthcare providers (HCP’s) in navigating REMS (Risk Evaluation and Mitigation Strategy) program requirements. This position is responsible for providing accurate, timely, and professional assistance related to enrollment, documentation, and education as required by the REMS program associated with a specific medication. Success in this role requires a high level of attention to detail, excellent communication skills, and a strong understanding of healthcare regulations and data privacy standards.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide virtual support with multiple stakeholders, including HCP’s, through inbound and outbound calls, email, chat and text

• Exemplify strong critical thinking skills essential for problem-solving, innovation, and providing high quality service to HCP’s

• Define issues, analyze customer problems, evaluate alternatives, and develop sound conclusions and recommendations

• Ability to manage multiple customers, channels, requests, or tasks, able to prioritize, organize, and execute them efficiently and effectively. Maintain solid knowledge base on all network initiatives, processes, resources, and materials to answer HCP questions with confidence and ease

• Identify and apply metrics and feedback which lead to successful HCP satisfaction

• Demonstrates proficient use of technology to enable accurate, timely, and compliant documentation as it relates to activities; showing efficiency in the use of systems to monitor and track activity as applicable while speaking on phone

• Ensure all activities are conducted and properly executed in a manner that is strictly compliant with all MLS, client, and industry mandated rules and regulations

• Complete AEPQC reporting and provide all communications in a compliant and timely manner

• Work and communicate cohesively within a team to identify collaborative opportunities and enable process improvement.

• Other duties - This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Other duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Education and/or Experience:

• Associate Degree required, Bachelor’s Degree preferred and 2 years' experience in pharmaceutical/healthcare patient support services setting

• Support experience in a telephonic environment including patient/HCP assistance

• Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment

Required License and/or credential(s):

• NA

Required Skills:

• Advanced Technology and computer skills with a working knowledge of Salesforce, Genesys, Microsoft Word, Excel, and PowerPoint.

• Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: Telephony Systems - Genesys, CRM - Salesforce, Microsoft Suite).

• Ability to quickly learn and accurately retain knowledge in numerous data entry systems

• Optimistic, upbeat, and enthusiastic in times of challenge and constant change.

• Highly adaptable, flexible, and ability to prioritize multiple tasks

• Ability to proactively identify potential issues, risks and implementation concerns

• Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks

• Proficiency with the Internet, including the ability to perform searches with the use of multiple screens and browser tabs

• Proficient with keyboarding skills with a minimum typing speed of 40 WPM

Special Position Requirements:

Travel:

• Minimal travel required >1%

Working Conditions:

• Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Technical Requirements for Work from Home

• Designated workspace free from noise and other distractions

• Dedicated Internet access with at least 100 mbps download speed and 20 mbps upload speed

• Ability to set up MLS-provided computer equipment and connect it to the Internet via ethernet cable preferred

Physical Requirements:

• Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.

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