Customer Contact Center Representative - Remote, Eastern Time Zone - 2978295

About the position The Customer Contact Center Representative role at IQVIA involves providing customer information and patient support services through various communication channels. This position is essential in ensuring that patients and healthcare providers receive timely and accurate information regarding prescribed products and support programs. The representative will engage in inbound and outbound communications, manage patient inquiries, and deliver educational materials while maintaining compliance with program standards.

Responsibilities

• Provide customer information and patient support program services through inbound and outbound contacts including calls, live chat, and email.

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• Manage and respond to inquiries using telephony and virtual platforms.

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• Deliver product messages and educational materials to enhance the patient experience.

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• Report adverse events and ensure compliance with approved processes.

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• Offer emotional support to patients while refraining from providing medical advice.

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• Maintain accurate documentation of all communications and activities.

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• Achieve key performance indicators (KPIs) including call handling and quality scores.

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• Participate in required training and sales meetings.

Requirements

• High School diploma required; one or two years of advanced education or a college degree preferred.

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• Minimum of one year of inbound contact center experience utilizing a telephony platform required.

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• Customer service experience in the pharmaceutical or healthcare environment strongly preferred.

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• Demonstrated time management and prioritization skills.

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• Excellent communication skills, both verbal and written, with the ability to demonstrate tact and patience.

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• Ability to utilize critical thinking to resolve patient challenges.

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• Demonstrated customer and conflict resolution skills.

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• Fully competent in MS Office (Word, Excel, PowerPoint, SharePoint, and Teams).

Nice-to-haves

• Experience in a fast-paced environment with the ability to multi-task and self-prioritize workload.

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• Demonstrated drive and enthusiasm for supporting customers.

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• Ability to build relationships with customers and cross-functional partners.

Benefits

• 401(k)

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• Dental insurance

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• Health insurance

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• Paid holidays

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• Paid time off

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• Vision insurance

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