Clinical Helpdesk Analyst (Hybrid)

IQVIA

Taguig

Hybrid

PHP 300,000 - 510,000

Full time

14 days+

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Job summary

IQVIA is seeking a qualified nurse or pharmacist with call center experience to join our support team in Taguig. You will clarify requirements with end users, deliver comprehensive clinical and technical assistance, and ensure service levels are met in a hybrid work setup.

You should have at least 2 years in a call center with clinical knowledge, strong English communication, and the ability to multitask, document interactions, and escalate issues as needed to protect customer satisfaction.

Qualifications

Must be a registered nurse / registered pharmacist.
At least 2 years of call center and clinical experience.
Strong command of the English Language both spoken and written.
Must have clinical experience and understand medical terminologies.
Understands key performance indicators.
Amenable to shifting schedules and ability to multi–task and work on holidays / Saturdays and Sundays.

Responsibilities

Clarify and define requirements with end users.
Provide comprehensive Customer/Technical support services to support center customers.
Work within Service Level Agreements.
Ability to adapt to changing priorities and fluctuations in workflow.
Take all steps to resolve issues reported and escalate as needed.
Use all available references to resolve customer issues.
Document detailed call/email logs of customer interactions.
Notify management of potentially dissatisfied customers.
Follow escalation procedures for urgent issues.
Monitor open call/ticket queues and identify trending problems with supervisor to develop solutions.
Maintain call information in database using commercial software.