Celgene Corporation Summit , NJ 07901
Customer Care Representative
Req #: 1803611
Location: Summit, NJUS
Job Category: Customer Service/Customer Care
Work Location: 556 Morris Avenue CELSUMWEST 07901
Organization: Celgene Corporation
Employee Status: Full time
Job Type: Regular
Other Locations:US- NJ- Summit West
Celgene is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health. We value our passion for patients, quest for innovation, spirit of independence and love of challenge. With a presence in more than 70 countries, and growing - we look for talented people to grow our business, advance our science and contribute to our unique culture.
Customer Care Representative
Customer Care Supervisor
U.S. REMS, Customer Care
Bachelor's degree required. Basic to intermediate computer skills required. Prior experience in a customer service environment or in a customer interfacing role required.
The Customer Care Representative for Inbound is responsible for handling interactions to resolution for patients, prescribers, and pharmacies associated with all Celgene Risk Evaluation and Mitigation Strategy (REMS) programs. As a representative within the Inbound Team, the position primarily interacts with customers via the telephone responding to incoming calls from patients and their caregivers, prescribers, pharmacies and members of Celgene's Commercial Teams (Hematology Oncology Consultants, Regional and National Account Managers, etc.). In addition to incoming calls, this position is required to support the handling of outbound calls, faxes and emails and provide user guidance on the REMS self service channels (IVR and Web portals). The Customer Care Center is open 8AM to 8PM Eastern Time, Monday through Friday and the representative is required to be flexible to changes in shift coverage to accommodate business needs during this time frame. This position requires individuals to use a telephone, wear a headset, and sit at a desk for extended periods of time.
Responsibilities may include, but are not limited to, the following:
Complete new hire training as well as ongoing training on Celgene REMS programs and supporting systems (database, telephony, reference manual, etc.), departmental and corporate standard operating procedures and work practices/instructions, call handling and interaction skills, advanced communication skills, and inspection readiness.
Handle transactions with customers via inbound and outbound calls, faxes, and emails concerning Celgene REMS programs and triage customers to Medical Information (for medical related inquiries including some reports of adverse events), to Patient Support (for inquiries about patient financial assistance), to Order Management (for product orders or return goods), and to other customer support groups within Celgene (for non-REMS products) as appropriate.
Liaise with Drug Safety, Medical Information, Regulatory, R&D, Compliance, Quality, and Order Management to assist customers with inquiries and resolve issues.
Develop as a REMS subject matter expert and educate internal and external customers on Celgene REMS programs by effectively describing the purpose of REMS, REMS policies and procedures, and processes used to support the REMS guidelines.
Execute REMS processes as defined in policies and procedures in support of enrollments, surveys, authorizations and confirmations, as well as, respond to general requests for information about REMS and any complaints or concerns about REMS or the service provided by Customer Care.
Recognize potential reports of adverse events and product quality complaints, capture relevant information (as required by policy), and direct such calls to the appropriate Celgene department as outlined in the standard operating procedures.
Document each contact promptly and accurately in the REMS-H database system (PEGA) and document additional information associated with managing follow up interactions and tracking customer interaction related data in SharePoint as required by procedures.
Arrive to work on time, adhere to schedule, and be flexible to support other schedules as needed.
Design SMART goals and complete on time as designated and agreed upon by management.
Develops and demonstrated performance of key competencies between the levels of Novice and Effective.
Carry out special duties as assigned by management.
Strong communications skills verbal, written and listening
Computer Skills MS office suite, Basic/Intermediate (Outlook, Word, Excel)
Strong data entry / keyboard skills and the use of basic office equipment (telephone, fax machine, copier, etc.)
Team player, adaptable to change, and able to build mature business relationships
Knowledge of and compliant to HIPPA guidelines
Good documentation practices
Knowledge of medical or scientific terminology, a plus
Initiative A willingness to go outside the parameters of the job description, as appropriate when you know that more information or action is available. Being proactive rather than reactive and anticipating needs.
Accountability/Responsibility Demonstrates a personal commitment to follow all work practices and procedures thoroughly, takes ownership of both successes and failures, open to suggestions and feedback.
Integrity Can be relied upon to do the right thing even if no one is looking, working assigned shifts as scheduled, completing all job requirements. Is always honest with self and others.
Customer Focused The belief that it is all about them, not me. Providing World Class service and everything the customer needs, the ability to put self in others' shoes, seeing others' perspective.
Product Knowledge Having an understanding of the use, dosage, effects, method of packaging and distribution of all products. Understands product quality issues and how to respond appropriately. Understands and respects patient confidentiality.
Process Knowledge Has an understanding of procedures and processes and is able to explain and implement them effectively and efficiently. Has a desire for continuous growth.
Technical Knowledge Ability to quickly learn and apply multiple and new systems, to run and read reports as required by role. Can navigate through systems to complete calls and after call work in a timely manner.
Feedback The ability to give, receive and apply constructive criticism in order to improve and excel.
Problem Solver/Critical Thinking Skills Ability to resolve an issue by incorporating training resources, experience and context and concrete clues. Ability to think outside the box to create unique solutions to issues that are the best fit while preventing additional issues. Applying good judgment based on past experiences and learnings (Ifthen).
Flexible Willingness to change in the moment will alter job responsibilities or tasks temporarily to achieve a positive outcome. Considers others' needs, is reciprocal.
Adaptable Having the ability to positively embrace different situations, think outside the box for a solution and implement an appropriate solution. Understands the why or proactively gains additional information to gain understanding. Leverages change as a strength toward growth.
Teamwork Is able to work effectively with others to achieve goals in a timely fashion, leverages diversity, shares responsibility and successes. Communicates openly with others, values the ideas and opinion of coworkers.
Communication Skills The ability to understand verbal and written information and clarify if necessary. Ability to convey information clearly tailored to audience, use a tone that balances friendliness and professionalism, position information positively, and employ Strategic Interaction and Advanced Communication Skills.
Professionalism Maintaining composure by demonstrating patience and restraint, understanding the big picture and being aware of both self and others to foster a positive environment.
Empathy The ability to put one's self in 'others'shoes' by remaining calm, being reassuring, listening for 'the clues that you can use' and being mindful that the patient is a person and maximizing the role of 'life'.
Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.