Coordinating Center Associate, Customer Service Support

📋 Description

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

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

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

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

• Perform comprehensive follow-ups regarding missing information from stakeholders, including processes for data entry, documentation, and safety reporting as per program guidelines.

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

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

• Accurately document all communications in the appropriate application contact log in a timely manner, as outlined in the Standard Operating Procedures and/or Project Specific Procedures.

• When necessary, assist in the recruitment process or initiation of sites and coordinate launch activities.

• Ensure completion of all assigned project tasks.

• Develop and provide new and/or updated training materials as required.

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

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

• When necessary, manage the preparation and shipping of program materials and document actions within the appropriate applications.

• When applicable, handle the processing of honorariums.

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

• Ensure accurate and timely completion of data entry, filing, and data confirmation as applicable.

• Perform other duties as assigned by the Program Manager, Associate Program Manager, Associate Manager, Coordinating Center, and/or Senior Manager, Coordinating Center in accordance with UBC SOPs.

⛳️ Requirements

• High School Diploma; some college education preferred.

• Over 3 years of relevant experience.

• Customer service experience is advantageous.

• Strong ability to multitask and prioritize effectively.

• Proficient in personal computer usage, including Microsoft Office.

• Excellent written and verbal communication abilities.

• Capable of managing complex programs or multiple programs simultaneously requiring critical thinking skills.

• Adaptability in a dynamic work environment.

• Ability to maintain accurate information and make decisions with minimal supervision.

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

🏝️ Benefits

• Remote opportunities available.

• Competitive salary packages.

• Opportunities for career advancement.

• 401K plan with company matching*

• Tuition reimbursement options.

• Flexible work environment.

• 20 days of PTO, accrued.

• Paid holidays.

• Employee assistance programs.

• Medical, dental, and vision insurance coverage.

• HSA/FSA options.

• Telemedicine services (Virtual doctor appointments).

• Wellness programs.

• Adoption assistance.

• Short-term disability coverage.

• Long-term disability coverage.

• Life insurance.

• Discounts through various programs.