Coordinating Center Associate – Customer Service Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver consistent customer service support to all stakeholders for the designated program(s).

• Manage inbound and outbound communications from various sources (patients, healthcare providers, etc.) pertaining to specific and/or multiple UBC programs, as relevant.

• Maintain a thorough understanding of program guidelines, medications, or diseases referenced in call scripts.

• Conduct communications through various channels (phone, fax, email) to gather data or resolve discrepancies in received information.

• Complete comprehensive follow-ups regarding missing information from stakeholders, including data entry processes, documentation, and safety reporting in accordance with program guidelines.

• Implement corrections and/or updates in secured program applications and/or CTMS and relevant documents identified through data verification or follow-up calls.

• Highlight potential problems or issues that need immediate management attention and provide a detailed summary to the direct supervisor.

• Document all communications in the appropriate application contact log in an accurate, concise, and timely manner as outlined in the Standard Operating Procedures and/or Project Specific Procedures.

• When applicable, assist in recruiting or initiating sites and coordinating launch activities.

• Ensure completion of all assigned project tasks.

• Provide new and/or updated training materials as necessary.

• Responsible for fulfilling all program compliance duties (including re-educating stakeholders, documenting non-compliant events, reviewing alerts/reminders, and following up with healthcare providers).

• When applicable, prepare program compliance materials for client meetings.

• When applicable, manage the preparation and shipping of program materials while documenting actions within the appropriate applications.

• When applicable, process honorarium.

• Review documents to ensure adherence to program standards and take necessary actions.

• Ensure data entry, filing, and data confirmation are performed accurately and promptly, as required.

• Undertake other responsibilities as assigned by the Program Manager, Associate Program Manager, Associate Manager, Coordinating Center, and/or Senior Manager, Coordinating Center, as determined by UBC SOPs.

⛳️ Requirements

• High School Diploma; some college education preferred.

• Over 3 years of relevant experience.

• Customer service experience is preferred.

• Proficient in multitasking and prioritizing tasks effectively.

• Competent with personal computers, including Microsoft Office.

• Exceptional written and verbal communication skills.

• Ability to manage complex programs or multiple programs simultaneously requiring critical thinking skills.

• Capability to adapt in a dynamic work environment.

• Proficient in maintaining accurate information and making decisions with minimal supervision.

• Willingness to work a flexible schedule that may include 24/7 on-call coverage shifts.

🏝️ Benefits

• Remote work opportunities.

• Competitive salary packages.

• Opportunities for career advancement and promotion.

• 401K plan with company matching*

• Tuition reimbursement options.

• Flexible working environment.

• 20 days of paid time off (PTO), accrued.

• Paid holidays.

• Employee assistance programs.

• Medical, dental, and vision insurance coverage.

• Health Savings Account (HSA)/Flexible Spending Account (FSA).

• Telemedicine services (virtual doctor appointments).

• Wellness programs.

• Adoption assistance.

• Short-term disability insurance.

• Long-term disability insurance.

• Life insurance coverage.

• Discount programs available.