Customer Care Specialist- EST

Amplity Health; Richmond (VA); Remote; USD 38,000 - 40,000; Full time

Job summary

An established industry player is seeking a passionate Customer Care Specialist to provide support in a remote setting. This role involves handling inbound inquiries from consumers and healthcare professionals, ensuring high-quality standards, and adhering to company protocols. The ideal candidate will possess a BA/BS degree or relevant experience, along with strong customer service skills and expert typing abilities. Join a team committed to excellence and innovation in biopharma, making a significant impact on patient outcomes.

Qualifications

• Experience in contact center environments is preferred.
• Ability to communicate effectively and empathetically.

Responsibilities

• Provide customer support through various channels for patient inquiries.
• Manage escalations and collaborate with teams for resolutions.

Skills

Customer Service

Expert Typing Skills

Education

BA/BS Degree

Job description

Join Amplity, the full-service partner of biopharma companies providing flexible and specialized medical and commercial services. We support drugs throughout their lifecycle, scaling resources to maximize impact for our clients. Through strategic partnerships and deep therapeutic expertise, Amplity transforms how breakthrough treatments reach patients.

We are seeking passionate, motivated, and experienced individuals with a successful track record in contact center environments. Our Contact Center supports inbound Healthcare Service programs across various marketing campaigns, disease states, and projects. It provides customer service support via telephone, email, postal mail, fax, and chat.

Customer Care Specialist

This role handles inbound, unsolicited calls from consumers and healthcare professionals regarding product questions, adverse events, sample requests, etc. The specialist is responsible for managing inquiries, including identifying and processing adverse events and technical complaints.

Remote Position

Essential duties and responsibilities include but are not limited to:

1. Providing customer support through various channels for patient inquiries
2. Maintaining high quality standards and adhering to guidelines
3. Accurately collecting and entering information into program databases
4. Responding to product questions using approved materials
5. Communicating effectively and empathetically with callers, explaining medical terminology as needed
6. Identifying and processing adverse events and technical complaints according to company procedures
7. Following all privacy and security protocols
8. Adhering to company policies and procedures
9. Performing administrative tasks and other duties as needed
10. Managing escalations and collaborating with other teams for compliant resolutions

Requirements for the position:

• BA/BS degree or relevant experience
• Customer service experience
• Expert typing skills

Employees can expect a salary of approximately $38K-$40K.

EPIIC Values:

All employees are expected to demonstrate our EPIIC Values:

• Excellence: High standards, solutions-focused, professional, positive attitude
• Passion: Love for our work, inspiring energy
• Innovation: Curious, bold, challenging norms
• Integrity: Honest, transparent, courageous
• Collaboration: Working together for better outcomes

About Us

Amplity powers biopharma innovation with expert-led teams. With over 40 years of experience, we deliver contract medical, commercial, and communication services. Our team understands the pharmaceutical industry deeply, helping clients launch and operate products effectively. Our mission is to improve patient outcomes through excellence and agility. We are committed to diversity and equal employment opportunities, evaluating candidates based on skills and qualifications without discrimination.