Customer Contact Center Representative - Remote, Pacific - 2978295

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:  $21.00 to $23.00 per hour
• 4 weeks of paid time off plus paid company holidays
• Benefits: medical, dental, vision, 401(k)
• 8-hour shift 8:00 AM – 8:00 PM Pacific  
• Employees will work and 8-hour shift with a potential of overtime and shift adjustments based on business needs. 

Major Responsibilities:

The Commercial Contact Center Specialist 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.
• Bi-lingual English/Spanish preferred.
• 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 company guidelines.
• Ability to apply emotional intelligence and empathetic listening with all interactions.
• Demonstrated customer and conflict resolutions skills.
• Ability to demonstrate understanding of pharmaceutical access and affordability programs utilizing company guidelines.
• Ability to work in a fast-paced environment, multi-task, and self-prioritize workload.
• Ability to maintain the highest standards of confidentiality and display professional ethical conduct.
• Demonstrated drive and enthusiasm for supporting customers.
• Demonstrated ability to build relationships with customers, cross-functional partners, and third parties.
• Ability to partner and collaborate within a team environment.
• Fully competent in MS Office (Word, Excel, PowerPoint, SharePoint, and Teams).

#LI-CES

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role is $21.00 - $23.00 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.