Virtual Patient Support Specialist

Syneos Health/ inVentiv Health Commercial LLC; Raleigh (NC); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Health benefits (Medical, Dental, Vis

401k with company match

Flexible PTO & Sick time

Job summary

Syneos Health is seeking a Virtual Support Specialist to answer non-clinical questions, triage adverse events, and enter data into the CRM. The role emphasizes accurate documentation and timely follow-up with patients, providers, and pharmacies.

You will maintain program knowledge, perform call analysis, and ensure issues are resolved by coordinating with stakeholders according to guidelines.

Qualifications

• Bachelor's degree highly preferred or 1+ year healthcare call center experience.
• High School diploma required.
• 1+ years recent pharmaceutical or healthcare industry experience preferred.
• Solid written and verbal communication skills and listening skills.
• Ability to type 40+ words per minute.
• Efficient computer and data entry skills; ability to learn new systems quickly.

Responsibilities

• Answer non-clinical questions and triage adverse events and product complaints using an FAQ.
• Enter data into the CRM with accurate and timely documentation.
• Complete follow-up for missing/updated information from stakeholders.
• Maintain knowledge of program guidelines and product/disease state.
• Conduct pre and post call analysis of calls.
• Identify and follow up on potentially troublesome issues with stakeholders.

Skills

Problem solving

Communication

Data entry

Attention to detail

Time management

Pharma/healthcare terminology

Case management

Typing 40 wpm

Education

Bachelor's degree

High School diploma

Job description

Description

You're a proactive problem-solver who builds strong, trusted relationships with customers.

In this role as a Virtual Support Specialist,you will be responsible for answering non-clinical related questions as well as triaging adverse events and product complaints utilizing an FAQ document and then entering the data into the CRM.

You will:

• Complete follow-up for missing/updated information from stakeholders (patients, healthcare providers, pharmacies, etc.), including data entry processing, documentation, and safety reporting per program guidelines.
• Ensure document/data processing, data corrections and all communication are documented accurately, concisely and in a timely manner.
• Maintain a working knowledge of program guidelines, product or disease state for the assigned program(s).
• Conduct pre and post call analysis of calls.
• Answer incoming calls and perform outgoing calls in professional manner following client guidelines and business rules.
• Identify any areas that are potentially troublesome and follow up with the stakeholder to ensure that issue is resolved.

Job Qualifications:

Education

• Bachelor's Degree highly preferred or 1+ year of healthcare call center experience.
• High School diploma required

Required Skills

• 1+ years recent pharmaceutical or healthcare industry experience- e.g. Medical Assistant, Nurse's Aide, EMT, health insurance company etc. is highly preferred.
• Working knowledge of medical terminology
• Case management experience
• Solid written and verbal communication skills and listening skills.
• Ability to type 40+ words per minute (wpm)
• Efficient computer and data entry skills; ability to learn new systems and programs quickly.
• Excellent attention to detail
• Ability to prioritize and reprioritize workload depending on program needs.

Preferred Skills

• 1+ year in pharmaceutical or healthcare call center with Risk Evaluation and Mitigation Strategy (REMS) experience highly preferred.

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace.

Why Syneos Health?

Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you're empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients' lives around the world.

Work Here Matters Everywhere | How are you inspired to change lives?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.