Client Care Specialist (Remote)

WiTH Collective; Cary (NC); Remote; Full time

Job summary

A growing clinical solutions company is seeking a Client Care Specialist to address client needs professionally. The role involves maintaining communication with clients, educating them about the company’s operations, and ensuring exceptional service while handling incoming inquiries and submissions. Ideal candidates will have relevant experience and strong analytical skills, committing to team success in a remote environment.

Benefits

Comprehensive Benefits package

Referral Bonuses

Tuition Reimbursement

Paid time off including holidays, vacation, and sick time

Opportunities for career development

Qualifications

• Minimum 2 years of experience providing similar service to clients.
• Must have strong analytical skills with a high degree of accuracy.
• Ability to manage time effectively and work independently.

Responsibilities

• Maintain professionalism in client communications via email, chat, and telephone.
• Educate clients about the Company’s operations while providing customer service.
• Proactive outreach to clients regarding submissions and required documentation.

Skills

Analytical skills

Communication

Customer Service

Education

Associate degree or higher

Tools

Microsoft Office

Adobe

Job description

ABOUT WCG: WCG’s clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.

WHY WE LOVE WCG: At WCG, our employees are our most valuable asset and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health and to help them make the most of their future.

• Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
• Employee Assistance Programs and additional work/life resources
• Referral Bonuses and Tuition Reimbursement
• Paid time off including holidays, vacation, and sick time
• Opportunities for career development with on-the-job training, certification assistance and continuing education reimbursement

The expected pay range for this position is $25.00 to $27.00. The pay range may vary based on the candidate's qualifications, experience, skills, education, and geographic location.

JOB SUMMARY:

The Client Care Specialist role is responsible for efficiently and effectively addressing the needs of clients and potential clients in a professional manner while projecting a positive image of the company both verbally and in written communication.

Please note that the shift available for this role is8:30 am-5:00 pm PST. If you are not west coast based our team is happy to consider you, but you will be expected to accommodate these hours.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

• Receive incoming calls for callers needing assistance. Maintain high level of professionalism in dealing with clients via email, chat, and telephone
• Obtain needed information from Managers and other Operations staff to relay back to client
• Review incoming email and respond or forwards to appropriate department
• Treat each client to a delightful experience
• Educate clients and potential clients (sponsors, investigators, CROs, SMOs) regarding the Company’s operations while giving exceptional customer service
• Conduct research on the status of protocol/study when necessary, by working independently and with other departments to obtain needed information
• Proactive outreach to clients regarding submissions and relay any required missing documentation
• Provide telephone outreach, consultation, and assistance to designated clients as assigned by Supervisor or Manager
• Research billing inquires as requested by clients
• Assist Manager in developing new staff by providing one on one coaching, observation and training in all aspects of the role
• Triage submissions in the online submission
• Research potential corrections
• Process any stuck Esubmissions from the client portal, including creation of submission packets, providing excellent customer service during outreach to process Esubmissions and keep management aware of any delays
• Provide input for modifying, updating, or developing procedures
• Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here
• Attendance and punctuality are essential functions of the position

EDUCATION REQUIREMENTS:

• Associate degree or higher is preferred

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS: N/A

QUALIFICATIONS/EXPERIENCE:

• Minimum 2 years of experience providing similar service to clients, or 1 year of WCG experience
• Advanced knowledge of IRIS and operational workflow and submission process
• Demonstrated proficiency as a Connexus super user
• Must have strong analytical skills with a high degree of accuracy in a highly regulated industry
• Advanced knowledge of Microsoft Office and Adobe
• Knowledge of FDA regulations as they relate to research, preferred
• Experience working with medical terminology, preferred
• Must be able to maintain confidentiality
• Ability to set priorities, manage time effectively, work independently, and utilize good judgment
• Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team
• Communication – Demonstrate professionalism in oral and written communication. Approachable and open to questions. Willingness to share and receive information and ideas from all levels of the organization to achieve the desired results.
• Able to deal effectively with high volumes, rigid deadlines, and frequent changes

SUPERVISORY RESPONSIBILITIES: N/A

TRAVEL REQUIREMENTS: 0% – 5%

#LI-SA1

#LI-REMOTE

WCG is proud to be an equal opportunity employer – Qualified applicants will receive consideration for employment based on merit and without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender expression, gender identity, age, marital status, family or parental status, disability, genetic information, citizenship, veteran status, or any other legally recognized basis or status protected by federal, state, or local law. WCG complies with the Vietnam Era Veterans' Readjustment Act and Section 503 of the Rehabilitation Act. We promote a "One WCG" culture where all are welcome, respected, valued, and empowered to make a difference every day to advance clinical research.