Virtual Patient Support Specialist

Updated:

May 26, 2026
Location:

Raleigh, NC, United States
Job ID: 16016
You’re a proactive problem-solver and have the ability to make customers feel like your friend.
In this role as a REMS Specialist, you will be responsible for answering non-clinical related questions as well as triaging adverse events and product complaints utilizing an FAQ document and then entering the data into the CRM.
This role offers the flexibility to work remotely and operates on a monthly rotating shift schedule. The shifts include 8:00 AM–4:30 PM, 9:00 AM–5:30 PM, 10:00 AM–6:30 PM, and 11:30 AM–8:00 PM EST. Ability to work all shifts on this rotation is a requirement.
You will:

Complete follow-up for missing/updated information from stakeholders (patients, healthcare providers, pharmacies, etc.), including data entry processing, documentation, and safety reporting per program guidelines.
Ensure document/data processing, data corrections and all communication are documented accurately, concisely and in a timely manner.
Maintain a working knowledge of program guidelines, product or disease state for the assigned program(s).
Conduct pre and post call analysis of calls.
Answer incoming calls and perform outgoing calls in professional manner following client guidelines and business rules.
Identify any areas that are potentially troublesome and follow up with the stakeholder to ensure that issue is resolved.
Manage calls in a professional, systematic, and organized manner.
Respond to stakeholder inquiries and provide education or information.
Identify and elevate priority issues or suspected noncompliance event to assigned manager.
Focus and provide exemplary customer service.
Troubleshoot IT/ technical inquiries.
Participate in program specific training and other development programs.
Help to maintain required project documents.
Job Qualifications

Education
Bachelor’s Degree highly preferred or 1+ year of healthcare call center experience.
Required Skills
1+ years recent pharmaceutical or healthcare industry experience- e.g. Medical Assistant, Nurse’s Aide, EMT, health insurance company etc. is highly preferred.
Working knowledge of medical terminology
Solid written and verbal communication skills and listening skills.
Ability to type 40+ words per minute (wpm)
Efficient computer and data entry skills; ability to learn new systems and programs quickly.
Excellent attention to detail
Ability to prioritize and reprioritize workload depending on program needs.
Preferred Skills
1+ year in pharmaceutical or healthcare call center with Risk Evaluation and Mitigation Strategy (REMS) experience highly preferred.
Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)
Syneos Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, marital status, ethnicity, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability or any other legally protected status and will not be discriminated against. If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, including the use of this website, please contact us at: Email: [emailprotected] One of our staff members will work with you to provide alternate means to submit your application.

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