Customer Contact Center Representative

📋 Description

• The Contact Center Representative will deliver customer information and support services for patient programs, encompassing inbound and outbound communications (calling, live chat, email, and internal transfers), AE and PQC reporting, copay card activation, and access support for both Healthcare Providers (HCPs) and patients.

• Handle and respond to incoming and outgoing calls/inquiries through telephony, virtual, and chat platforms while making outbound calls to HCPs and patients.

• Effectively convey product messages and educational content on various topics for HCP offices and patients to enhance the overall patient experience.

• Supply program details for prescribed products as necessary and report adverse events through approved methods to ensure compliance.

• Offer high-touch assistance for Patient Support Program services, providing emotional support and compassion to patients, while avoiding the provision of medical advice.

• Employ authorized resources and adhere to program standards during calls, chats, or emails.

• Ensure complete, accurate, and timely submission of all timekeeping records, details, call activities, and expense reports.

• Achieve all Key Performance Indicators (KPIs) including calls managed, schedule adherence, quality scores (for calls and systems), training evaluations, and certifications.

• Uphold minimum client and FDA regulated compliance standards as indicated by the quality monitoring process.

• Swiftly identify the nature of the caller's inquiry and direct it to the appropriate department.

• Accurately document all calls, chats, and emails.

• Stay updated on market knowledge and competitive products.

• Maintain a professional image representing the client and their products.

• Engage in all mandatory training and sales meetings.

• Perform any additional tasks as assigned by program management.

⛳️ Requirements

• A High School diploma is required; one or two years of advanced education or a college degree (B.A., B.S., or equivalent) is preferred.

• At least one year of inbound contact center experience using a telephony platform is required.

• Customer service experience in the pharmaceutical or healthcare sectors is highly preferred.

• Proven time management skills; ability to plan and prioritize tasks; capability to multitask and keep key projects and deadlines organized.

• Excellent telephone, virtual, and written communication skills, along with strong listening abilities and the capacity to demonstrate tact and patience with callers.

• Skilled in critical thinking to identify and resolve patient challenges in accordance with client and company guidelines.

• Ability to apply emotional intelligence and empathetic listening in all interactions with customers and CSRs.

• Proven customer service and conflict resolution skills.

• Understanding of pharmaceutical access and affordability programs in line with company guidelines.

• Ability to thrive in a fast-paced environment, multitask, and prioritize workload effectively.

• Commitment to maintaining the highest standards of confidentiality and displaying professional ethical conduct.

• Demonstrated enthusiasm and drive for supporting customers.

• Proven ability to foster relationships with customers, cross-functional partners, and third parties.

• Capability to collaborate and work effectively within a team environment.

• Proficient in MS Office applications (Word, Excel, PowerPoint, SharePoint, and Teams).

🏝️ Benefits

• 4 weeks of paid time off in addition to paid company holidays

• Medical, dental, vision, and 401(k) plans