Healthcare Contact Center Specialist
Randstad USA, Smyrna, GA, United States
Receive, respond, and document Customer Requests related to Customer Support, and on label consumer product inquiries. Participate in the intake of Product Quality Complaints regarding all company products and ensure follow‑up for all related documentation and customer follow‑up. Communicate accurate and timely on label product information with a primary focus on Patients/Caregivers while handling HCP requests as appropriate.
Major Accountabilities/Responsibilities:
Receive incoming Customer Service requests and product complaint inquiries via telephone, e‑mail, or fax, from patients and caregivers regarding all company products
Respond to on label product inquiries in a timely manner utilizing approved materials (e.g., Prescribing Information, and FAQs)
Escalate appropriate inquiries including Adverse Event intake to the Science Partner and Medical Information colleagues
Assist with inquiries concerning special promotions and/or information regarding
Document all incoming inquiries and reports of Product Quality Complaints in the Enquiry Intake Database in accordance with applicable SOPs
Assist customers with Patient Assistance Programs questions or concerns
Utilize advanced customer service skills to meet or exceed customer expectations
Gather and share customer insights with leadership
Maintain relevant product knowledge regarding company products
Maintain knowledge of policies and procedures including Standard Operating Procedures, protocols, best practices, and FDA regulations
Assist with the goal of ensuring that all incoming calls are responded to promptly by phone and or 2 days by written correspondence
Bachelor's Degree with a health care related background preferred
Background in CNS, Immunology, Rare disease is helpful
Minimum of 0-2 years clinical experience, with patient education or support responsibilities
Experience in customer service or patient‑facing roles
Strong interpersonal and communication skills
Experience in CRM systems
JOB DESCRIPTION
Advanced phone call handling techniques
Ability to understand various customer social styles respond appropriately
Proficiency in use of PC applications (e.g. Outlook, Microsoft applications)
Ability to work effectively in a team environment.
Ability to plan, organize, prioritize, and execute multiple tasks within assigned objectives.
Position requires professional demeanor, team orientation, self‑motivation, and ability to influence customers both externally and internally.
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Major Accountabilities/Responsibilities:
Receive incoming Customer Service requests and product complaint inquiries via telephone, e‑mail, or fax, from patients and caregivers regarding all company products
Respond to on label product inquiries in a timely manner utilizing approved materials (e.g., Prescribing Information, and FAQs)
Escalate appropriate inquiries including Adverse Event intake to the Science Partner and Medical Information colleagues
Assist with inquiries concerning special promotions and/or information regarding
Document all incoming inquiries and reports of Product Quality Complaints in the Enquiry Intake Database in accordance with applicable SOPs
Assist customers with Patient Assistance Programs questions or concerns
Utilize advanced customer service skills to meet or exceed customer expectations
Gather and share customer insights with leadership
Maintain relevant product knowledge regarding company products
Maintain knowledge of policies and procedures including Standard Operating Procedures, protocols, best practices, and FDA regulations
Assist with the goal of ensuring that all incoming calls are responded to promptly by phone and or 2 days by written correspondence
Bachelor's Degree with a health care related background preferred
Background in CNS, Immunology, Rare disease is helpful
Minimum of 0-2 years clinical experience, with patient education or support responsibilities
Experience in customer service or patient‑facing roles
Strong interpersonal and communication skills
Experience in CRM systems
JOB DESCRIPTION
Advanced phone call handling techniques
Ability to understand various customer social styles respond appropriately
Proficiency in use of PC applications (e.g. Outlook, Microsoft applications)
Ability to work effectively in a team environment.
Ability to plan, organize, prioritize, and execute multiple tasks within assigned objectives.
Position requires professional demeanor, team orientation, self‑motivation, and ability to influence customers both externally and internally.
#J-18808-Ljbffr