Coordinating Center Associate - Customer Service Support

United BioSource; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Remote opportunities

Competitive salaries

Tuition reimbursement

PTO 20 days accrued

Health, dental, and vision coverage

Job summary

United BioSource (UBC) seeks a remote US customer service specialist to support multiple pharmaceutical programs. You will handle calls, emails, and faxes, ensuring accurate data, and assisting with program compliance and documentation. This role emphasizes multi-program support in a dynamic environment.

Candidates should have 3+ years in customer service, strong communication, and proficiency with Microsoft Office. A flexible schedule including on-call shifts may be required.

Qualifications

• High school diploma; some college preferred.
• 3+ years of customer service experience.
• Excellent written and verbal communication skills.

Responsibilities

• Handle inbound and outbound contacts from patients and healthcare providers for UBC programs.
• Provide consistent customer service support for assigned program(s).
• Follow program guidelines, obtain data, and address discrepancies in data.
• Document all communications in the appropriate logs accurately and timely.
• Escalate issues to management with a detailed summary.
• Maintain accuracy in CTMS and program applications.
• Support site recruitment or launch activities when applicable.
• Complete assigned project tasks and assist with training materials.
• Participate in program compliance activities as required.

Skills

Customer service

Multitasking

Microsoft Office

Communication

Attention to detail

Prioritization

Data entry

Flexibility

Education

High school diploma

Tools

Microsoft Office

Job description

Remote US

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.

Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity.

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!

Brief Description:

Provide consistent customer service support to all stakeholders for the assigned program(s)

Specific Job Duties:

• Handle inbound and outbound contacts from various sources (patients, healthcare providers, etc.) related to a specific and/or multiple UBC programs, as applicable.
• Provide consistent customer service support to all stakeholders for the assigned program(s).
• Working knowledge of program guidelines, medication, or disease being referenced in call scripts.
• Conduct communication through various channels (phone, fax, email) to retrieve data or to address discrepancies in data received.
• Complete full follow-up with regards to missing information from stakeholders, including data entry process, as applicable, documentation, and safety reporting per program guidelines.
• Apply corrections and/or updates in the secured program applications and/or CTMS and appropriate documents, which have been identified through data verification or follow-up calls.
• Escalate potential problems or issues that require management’s immediate attention and provide a summary with appropriate detail to his/her direct supervisor.
• Document all communications in the appropriate application contact log in an accurate, concise, and timely manner as defined in the Standard Operating Procedures and/or Project Specific Procedures.
• When applicable, may assist in the process to recruit or initiate sites and coordinate launch activities.
• Ensure all assigned project tasks are completed.
• Provide new and/or updated training materials as needed.
• Responsible for ensuring all program compliance duties (including re-education of stakeholders, documentation of non-compliant event, review of alerts/reminders, and healthcare provider follow-up) are completed.
• When applicable, may be responsible for preparation of program compliance materials for client meetings.
• When applicable, may be responsible for preparation and shipping of program materials and documenting action within the appropriate application/s.
• When applicable, may be responsible for processing honorarium.
• Review documents for program standards and take appropriate action.
• Ensure data entry, filing, and data confirmation are completed accurately and in a timely manner, as applicable.
• Other duties as assigned by the Program Manager, Associate Program Manager, Associate Manager, Coordinating Center, and/or Senior Manager, Coordinating Center and as determined by UBC SOPs.

Required Skills and Qualifications:

• High School Graduate; some college preferred
• 3+ years of relevant experience
• Customer service experience preferred
• Proficient in multitasking and ability to prioritize tasks
• Proficiency with personal computers including Microsoft Office
• Excellent written and verbal communication skills
• Ability to work on complex programs or multiple programs at the same time requiring critical thought processing
• Ability to adapt in a dynamic work environment
• Ability to maintain accurate information and make decisions with minimal supervision
• Ability to work a flexible schedule that could include 24/7 on call coverage shifts

Benefits:

• Remote opportunities
• Competitive salaries
• Growth opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• 20 days PTO, accrued
• Paid Holidays
• Employee assistance programs
• Medical, Dental, and vision coverage
• HSA/FSA
• Telemedicine(Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.

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