Pharmacy Support Call Center Representative

IQVIA; Taguig; On-site; PHP 279,000 - 469,000; Full time

Job summary

IQVIA in Taguig, Philippines is seeking a Pharmacy Support Call Center Representative on a contract basis managed by an external agency, with potential conversion to a full-time IQVIA employee. The role focuses on fielding patient and pharmacy requests, including card activation and program eligibility, in a 24/7 support environment.

Responsibilities include providing first level assistance via phone, email, or fax, documenting resolutions, and escalating unresolved issues promptly while working

Qualifications

• High School Diploma or equivalent.
• 2-3 years call center experience (voice/blended support) required, preferably in healthcare accounts.
• Experience in medical claim processing is a plus.

Responsibilities

• Provide initial support for customer requests via telephone, email, fax, or other available means of contact to the Support Center.
• Quickly assess the user's issue and provides first level support for problem resolution.
• Document information specific to the resolution and escalated unresolved issues expeditiously to the appropriate area.
• Recognize operational challenges and suggest recommendations to management, as necessary.
• Ability to work in flexible, shifting schedules (24/7 support) and onsite in Taguig.

Skills

Call center experience

Healthcare accounts experience

Education

High School Diploma or equivalent

Job description

Taguig City, Philippines

Full time

R1562475

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians, and patients. A significant part of our business is providing patient support programs on the behalf of our customers. With the right experience, you can help provide support to patients in need of available therapies.

IQVIA has the world’s largest Commercial Sales & Medical Solutions (CSMS) organization dedicated to the launch and marketing of pharmaceutical and medical products. With a focus on providing talent for patient support, field/inside sales, medical device support, clinical support, and medical affairs our CSMS division has 10,000+ field professionals in more than 30 countries addressing physician and patient needs.

In this position, you will provide payment assistance solutions such as co-pay cards or vouchers. The Pharmacy Support Call Center Representative is primarily responsible for fielding requests such as: card activation, program eligibility, explanation of program benefit and explanation/troubleshooting of submission rejection. This role will be a contract role with IQVIA managed by an external agency, with the opportunity to be converted to an IQVIA full-time employee.

Role Purpose:

Primary Call Center contact for patients, pharmacies and medical professionals utilizing an internal health program. Responsible for fielding requests such as: card activation, program eligibility, explanation of program benefit and explanation/troubleshooting of submission rejection.

Job Responsibilities:

• Provide initial support for customer requests via telephone, email, fax, or other available means of contact to the Support Center
• Quickly assess the user's issue and provides first level support for problem resolution
• Document information specific to the resolution and escalated unresolved issues expeditiously to the appropriate area
• Recognize operational challenges and suggest recommendations to management, as necessary
• Ability to work in flexible, shifting schedules (24/7 support) and onsite in Taguig.

Minimum Education & Experience:

• High School Diploma or equivalent
• 2-3 years call center experience (voice/blended support) required, preferably in healthcare accounts
• Experience in medical claim processing is a plus

IQVIA is an Equal Opportunity Employer. We cultivate a diverse corporate culture across the 100+ countries where we operate, celebrating and rewarding teamwork and inclusiveness. By embracing our differences, we create innovative solutions that are good for IQVIA, our clients, and the advancement of healthcare everywhere. This role will be a contract role with IQVIA managed by an external agency, with the opportunity to be converted to an IQVIA full-time employee.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.

To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.

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