Pharma CX Specialist — Multichannel Patient & Provider Support

VCloud Interactive LLC; Bogotá ciudad; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

VCloud Interactive LLC seeks a Customer Experience Representative to service Inbound, Outbound, Chat and Email interactions for Pharmaceutical products and programs. The CSR will use contact center and healthcare experience to communicate product messaging and support HCPS and Consumers.

The role requires strong communication, relationship-building, and adherence to HIPAA regulations, with on-site work and a focus on quality metrics and timely responses.

Formación

• Fluent English and native Spanish required or strongly preferred
• Onsite work is required
• Medical background in healthcare or call center is preferred
• Minimum 2 years call center experience required
• Experience providing medical information to healthcare professionals is preferred
• Proficiency with IT, PCs and databases is required
• Experience creating reports with Excel/Sheets and MS Office is a plus
• Excellent attendance will be considered a plus
• Strong verbal and written English communications skills required
• Ability to multitask and manage time effectively

Responsabilidades

• Handle Inbound/Outbound/Chat/Email inquiries and resolve to first contact when possible or escalate as needed
• Communicate client-mandated messages accurately
• Evaluate and route calls to the appropriate external departments based on scripts
• Ensure compliance with HIPAA and product quality processes
• Manage project work and participate in team initiatives
• Complete required trainings and maintain logs within deadlines
• Record customer interactions and gather pertinent information in CRM or escalation forms
• Collaborate with team members and supervisors to share best practices

Conocimientos

English (C1) Fluent

Spanish (C2) Native

CRM system

Excel

Google Sheets

MS Office

Telephone communication

Multitasking

Time management

Educación

College Graduate

Nursing/Pharmacy degree preferred

Active LPN/RN/Pharmacy license preferred

Herramientas

CRM system

Excel

Google Sheets

Microsoft Office

Descripción del empleo

VCloud Interactive LLC seeks a Customer Experience Representative to service Inbound, Outbound, Chat and Email interactions for Pharmaceutical products and programs. The CSR will use contact center and healthcare experience to communicate product messaging and support HCPS and Consumers.

The role requires strong communication, relationship-building, and adherence to HIPAA regulations, with on-site work and a focus on quality metrics and timely responses.