Customer Care Specialist
Company: Amplity Health
Location: East Hanover
Posted on: September 21, 2023
Job Description:
Come join the true partner of global healthcare companies,
Amplity Health. We continually challenge the boundaries of medical
and commercial strategies to accelerate the approval and launch of
new drugs to improve the lives of patients. We are currently
seeking passionate, highly motivated, experienced individuals with
a demonstrated track record of success in the contact center
environment. Our client's Contact Center supports inbound
Healthcare Service programs across a multitude of marketing
campaigns, disease states, and projects. This Contact Center
provides customer service support to inbound inquiries across
several channels to include telephone, email, postal mail, fax, and
chat.Customer Care SpecialistCustomer Care handles inbound,
unsolicited customer calls from Consumer and Healthcare
Professionals for inquiries such as product questions, adverse
events, sample requests, etc. The Customer Care Specialist is
responsible for handling inbound customer inquiries, including
identification and processing of Adverse Events and Technical
ComplaintsEssential duties and responsibilities include but are not
limited to the following:
- Provides customer service support in handling all patient
inquiries through phone, eMail, direct mail and other channels
- Maintain excellent quality standards, adhere to approved
materials and guidelines
- Accurately collect information required by individual programs
and correctly capture in specific program databases
- Answer product questions from customers according to company
policy utilizing approved FAQs and discussion guides
- Exhibit effective communication and tele-management skills.
Converse with callers in an empathetic manner and facilitate the
callers in their ability to understand medical terminology, as
needed
- Effective identification and processing of potential Adverse
Events and Technical Complaints in accordance with our Client's
Working Practice Documents (WPDs)
- Demonstrate adherence to all Privacy/Security procedures as
outlined in applicable WPDs
- Adhere to all company policies and Standard Operating and
Working Procedures
- 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 solutionRequirements for the position:
- BA/BS degree or relevant work experience
- Customer service-related experience
- Expert level typist
- Proof of Covid Vaccine at the time of hire is requiredABOUT
USWe have a 40-year track record of delivering solutions for Pharma
and Biotech companies large and small.Our wide-ranging capabilities
include clinical and medical outsourced teams; clinical and medical
capability development; companion diagnostic and precision medicine
solutions; medical communications; expert engagement; remote and
field solutions for patients, payers, and physicians; and strategic
and access consulting. Therapeutically, we cross many areas but
have been a leader in oncology and rare diseases.Our one-of-a-kind
Insights database offers clients a detailed view into
patient-provider interactions and provider treatment rationale not
found through any other provider.Every offering, every touchpoint,
every solution is designed to ensure our pharmaceutical client's
patients gain access to and benefit from the best medicines for the
right reasons.OUR CULTUREOur company values align to our
partnership vision and define our culture. These EPIIC values are
reinforced in our people, our processes, and the solutions we
provide for our clients: Excellence, Passion, Innovation,
Integrity, and Collaboration.We believe that delivering on true
partnership for our clients begins and ends with our own team,
which is why we relentlessly recruit and maintain teams devoted to
living our EPIIC values. The result? An inclusive, collaborative,
and respectful culture we are proud of. We hold one another
accountable to maintaining a safe workspace where we challenge one
another to bring our best selves to work each day.You will never
feel unsure about how our EPIIC values look when lived out. We make
conscious efforts to model and reward behaviors that remind our
colleagues, clients, vendors, and partners what we stand for.We
foster a sense of belonging by ensuring contributions are heard and
respected. We want every member of the team to feel like they have
a voice and they can use it. Constantly challenged and always
supported, each member of our team is empowered to create
innovative, meaningful outcomes for our clients.Opportunities with
Amplity offer competitive compensation and dependent on the
opportunity could include a comprehensive benefits package and 401K
benefits.To learn more about us, visit our website at amplity.com
or our social media pages, linkedin.com/company/amplity-health and
twitter.com/amplityhealth. CELEBRATING DIVERSE PERSPECTIVESWe
passionately champion a culture of belonging, with transparent
company practices that drive diversity, equity, and inclusion. Our
commitment to inclusion is core to who we are. We welcome people
with diverse backgrounds and perspective who ignite curiosity and
challenge the status quo. As a provider of services across 6
continents, our team is as diverse as the clients we serve and the
countries we work in.We seek to create an inclusive, fair, and
respectful environment that celebrates the individual differences
and unique perspectives each person brings; where everyone feels a
sense of belonging and can be their true, authentic, and best
self.As an equal opportunity employer, we welcome everyone to our
team. We promise to maintain a safe working environment where team
members can thrive. The IDEA - Amplity's Inclusion, Diversity, and
Equity Alliance - makes sure of it. The IDEA helps our organization
embrace diverse business practices, creates a sense of community
through colleague resource groups, reminds our leaders to sponsor
and embrace diversity, equity, and inclusion, and encourages
cultural competence and awareness through company-wide resources
for learning.Our commitment to diversity spans our people, our
processes, and our suppliers.OUR DIVERSITY POLICYWe encourage and
support equal employment opportunities for all associates and
applicants for employment without regard to sex, race, color,
religion, national origin, age, disability, marital status, sexual
orientation or veteran status. Employment decisions are evaluated
on the basis of an individual's skills, knowledge, abilities, job
performance and other qualifications. In addition, Amplity Health
maintains policies and procedures designed to comply with
applicable federal, state and local laws governing
non-discrimination in employment in every location in which Amplity
Health has facilities.
Keywords: Amplity Health, New York , Customer Care Specialist, Other , East Hanover, New York
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