Customer Care Clinical Specialist - East Hanover, NJ

Publicis Worldwide East Hanover , NJ 07936

Posted 5 months ago

Exciting opportunity to join PHSHealth Solutions, in Partnership with NovartisPharmaceuticals.

Looking for LPN's

We are currently seeking passionate,highly motivated, experienced individuals with a demonstrated track record ofsuccess in the contact center environment. Our client's Customer InteractionCenter (CIC) supports inbound Healthcare Service programs across a multitude ofmarketing campaigns, disease states, and projects. The CIC provides customerservice support to inbound inquiries across several channels to includetelephone, email, postal mail, fax, and chat.

These positions are located in EastHanover, NJ.

Customer Care Clinical Specialist

Customer Care handles inbound, unsolicited customer calls from Consumerand Healthcare Professionals for inquiries such as product questions, adverseevents, sample requests, etc. The CustomerCare Clinical Specialist is responsible for handling inbound customer inquires,including identification and processing of Adverse Events and TechnicalComplaints

Essential duties and responsibilitiesinclude but are not limited to the following:

  • Provides customer service support in handling inbound customerinquiries, including telephone, email, postal mail, and fax

  • Maintain excellent quality standards, adhere to approved materials andguidelines

  • Effective identification and processing of potential Adverse Events and

Technical Complaints in accordance with Novartis Working Practice Documents(WPDs)

  • Accurately and concisely collect information required into CustomerRelationship Management (CRM) system

  • Obtains and evaluates customer information, identifies key issues andconcerns and handles calls according to established protocol and WPDs.

  • Utilizes good judgment in making critical decisions (i.e. handling thecall, transferring the call, offering literature, etc.)

  • Exhibit effective communication and tele-management skills. Conversewith callers in an empathetic manner and facilitate the callers in theirability to understand medical terminology, as needed

  • Creates correspondence anddocumentation for reports, memos, e- mails, web correspondence and letters

  • Demonstrate adherence to all Privacy/Security procedures as outlined inapplicable WPDs

  • Display flexibility within department to maximize utilization,including performing administrative and non-telecommunication duties as needed

  • Identifying and triaging customer escalations through resolution,including collaboration with other functions to ensure compliant solution

  • Logging medical complaints received from a variety ofsources (Novartis Patient Safety, vendors working on behalf of NPC, etc.)

  • Product FAQ document creation / updates and submissionto MAP/oMAP as applicable. Mustsuccessfully complete MAP/oMAP certification

Required experiences:

  • Licensed Practical Nurse (LPN) Degree

Preferred experiences:

  • Contact Center, Call Center, or Inside Sales/Service

  • Customer service-related experience

  • Experience inidentification and reporting of product adverse events and technicalcomplaints.

  • Ability to work simultaneously on computer and answer phones

  • Expert leveltypist

Other Requirements:

Minimum at-home requirement of High Speed Cable Internet or Fiber OpticCable to ensure ability to work remotely from home as required by business need

About Us

PHS Health Solutions provides best-in-classcommercialization, clinical, and consulting solutions to life sciences andhealthcare companies. Touchpoint Health Solutions, Inc. specializes inthe sales and promotion of pharmaceutical brands, services, and productsthrough field and inside sales.

Our Culture

When you join PHS Health Solutions you have theopportunity to work with and learn from leaders in the health care industry. Our commitment to a team-oriented culture and value-based leadershipmodel provides an environment where our employees can work to their fullpotential.

All opportunities with the Company offer competitivecompensation including a comprehensive medical benefits package, 401K benefits,and the opportunity to grow with the nation's leader in healthcare sales.

One of our goals is to continuously drive innovationthrough our people by creating an open, respectful, inclusive and trustworthywork environment. We encourage and support equal employment opportunitiesfor all associates and applicants for employment without regard to race, color,creed, religion, age, sex, sexual orientation, gender, gender identity, genderexpression, national origin, ancestry, citizenship status, marital status,medical condition as defined by applicable state law, genetic information,disability, military service and veteran status, pregnancy, childbirth andrelated medical conditions, or any other characteristic protected by applicablefederal, state, or local laws and ordinances. Employment decisions areevaluated on the basis of an individual's skills, knowledge, abilities, jobperformance and other qualifications. We do not condone or tolerate anatmosphere of intimidation or harassment.

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Customer Care Clinical Specialist - East Hanover, NJ

Publicis Worldwide