Virtual Patient Support Specialist

Syneos Health/ inVentiv Health Commercial LLC; Winston-Salem (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Syneos Health is seeking a Virtual Support Specialist in Winston-Salem to handle non-clinical inquiries, triage adverse events, and log product complaints into the CRM. The role requires strong communication, data entry speed, and familiarity with healthcare terminology while maintaining program guidelines.

You will follow up for missing information, ensure accurate documentation, and prioritize tasks across multiple programs, including REMS where applicable.

Qualifications

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

Responsibilities

• 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.

Skills

Healthcare terminology

Data entry

Communication

Typing speed

Case management

Education

Bachelor's degree preferred

High School diploma required

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.