Hybrid Registered Nurse - Client Support Specialist

IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC.; Philippines; Hybrid; PHP 893,000 - 1,339,000; Full time

Job summary

IQVIA Solutions Operations Center Philippines, Inc. is seeking healthcare support professionals with RN or pharmacist credentials and call center experience to join a hybrid team.

You will clarify requirements, provide customer/technical support, and ensure service levels are met. Documentation, escalation, and maintaining customer satisfaction are key responsibilities in a fast-paced setting.

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 understands medical terminologies.
• Example: Laboratory Result: CBC, Hematology, Creatinine, etc.
• Understands his / her key performance indicators.
• Understand the relationship of work quality and how it impacts efficiency
• Dedicated at work – no Attendance issue with previous employers
• Had a good stint in the from previous organizations – not a call center hopper
• Example: Call center hoppers move from one organization to another in a span of 1 year or less.
• Has good critical thinking
• Strong logic formulation or thought process
• Amenable in shifting schedules and ability to multi – task and work on holidays / Saturdays and Sundays.
• Amenable to work on Hybrid Set-up

Responsibilities

• Communicates with end users to clarify and define requirements.
• Provide comprehensive Customer/Technical support services to support center customers.
• Work within Service Level Agreements.
• Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements.
• Take all steps to resolve issues reported to them and or escape to the appropriate contact.
• Use all available reference materials to help resolve the customer’s issue.
• Take all necessary steps to ensure customer satisfaction at the end of the service.
• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components.
• Promptly notify management of any potentially “dissatisfied” customers.
• Follow all documented escalation procedures, including hand off times, for issues requiring immediate management intervention.
• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, etc. Confer with Supervisor to identify trending problems and work to develop solutions to open issues.
• Maintains call information in database using commercial software.

Skills

RN/Pharmacist

Call center experience

Clinical experience

Medical terminology

English fluency

Critical thinking

Attendance reliability

Shift flexibility

Education

Registered nurse or registered pharmacist

Job description

IQVIA Solutions Operations Center Philippines, Inc. is seeking healthcare support professionals with RN or pharmacist credentials and call center experience to join a hybrid team.

You will clarify requirements, provide customer/technical support, and ensure service levels are met. Documentation, escalation, and maintaining customer satisfaction are key responsibilities in a fast-paced setting.