Customer Service Rep - HCP

Mindlance; Morrisville (NC); On-site; USD 30,000 - 47,000; Full time

Job summary

A healthcare firm in Morrisville is looking for a medical information specialist to provide excellent customer service, document interactions, and resolve complex inquiries. Candidates should have a secondary school diploma and relevant experience in healthcare or pharmaceuticals. A bachelor's degree is preferred. Key skills include organization, communication, and problem-solving. The role involves working in an office environment with required rotating shifts and may involve travel.

Qualifications

• Comparable to 4 years’ relevant medical experience in a health care or pharmaceutical industry.
• Fluency in a second language may be required.
• Bachelor's degree or equivalent qualifications preferred.

Responsibilities

• Provides medical and technical information with high quality customer service.
• Documents interactions according to company and client guidelines.
• Works closely with internal and external client contacts to resolve complex issues.
• Maintain knowledge of policies, SOPs, protocols, GCPs, and regulatory requirements.
• Perform other duties as assigned.

Skills

Excellent organizational skills

Strong attention to detail

Effective verbal and written communication skills

Excellent problem solving skills

Time management skills

Ability to handle multiple tasks

Excellent interpersonal skills

Education

High/Secondary school diploma or equivalent

Bachelor's degree preferred

Bachelor's degree preferred

Job description

Job Description

Duration: 2 weeks

Provides medical and technical information with high quality customer service. Documents interactions according to company and client guidelines. Identifies and records adverse events and product complaints. Processes fulfillment (e.g., mail, fax, e-mail) and administrative responsibilities as needed.

• Provides medical and technical information with high quality customer service.
• Documents interactions according to company and client guidelines. Identifies and records adverse events and product complaints.
• Works closely with internal and external client contacts (up to and including members of client management) to resolve complex customer and HCP issues.
• Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
• Other duties as assigned.

Education and Experience

• High/Secondary school diploma or equivalent and relevant formal academic/vocational qualification.
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 4 years’ relevant medical experience in a health care or pharmaceutical industry involving counseling or providing medical information).
• Bachelor's degree preferred (or equivalent and relevant formal academic/vocational qualifications).

Shifts can be from 8 am – 4 pm or 12 pm to 8 pm. In some cases a second language may be required.

Knowledge, Skills and Abilities

• Excellent organizational skills
• Strong attention to detail
• Ability to handle multiple tasks
• Effective verbal and written communication skills
• Excellent problem solving skills
• Excellent language skills (comprehension, speaking, reading and writing); fluency in a second language may be required
• Excellent computer and keyboarding skills
• Time management skills
• Excellent interpersonal skills
• Ability to work in a team environment and/or independently as needed
• Demonstrated confidence and initiative
• Proven flexibility and ability to adapt quickly to shifting priorities and workload

Working Conditions and Environment

• Work is performed in an office environment with exposure to electrical office equipment.
• Constant interaction with clients/associates required.
• Constant attention to detail – visual, mental.
• Constant multi-tasking.
• Daily exposure to high pressure, intense concentration needed.
• Rotating shifts may be required.
• Occasional driving to site locations with occasional travel.
• Long varied work hours required occasionally.

Physical Requirements

• Frequently stationary for 4-6 hours per day.
• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
• Occasional mobility required.
• Occasional crouching, stooping, bending and twisting of upper body and neck.
• Light to moderate lifting and carrying (including luggage and laptop computer) with a maximum lift of 15-20 lbs (7-11 kgs).
• Ability to access and use a variety of computer software developed both in-house and off-the-shelf.
• Ability to communicate information and ideas so others will understand; ability to listen to and understand information and ideas presented through spoken words and sentences.
• May interact with others, relating and gathering sensitive information. Interaction includes diverse groups.

Additional Information

All your information will be kept confidential according to EEO guidelines.