Fixed-Term Coordinating Center Associate

United Biosource Corporation• Remote, US,

5h•Remote

About The Position

UBC is hiring a Coordinating Center Associate to provide customer service support to stakeholders for assigned pharmaceutical support programs. The role handles inbound and outbound contacts with patients, healthcare providers, and other stakeholders; communicates by phone, fax, and email; follows up on missing or discrepant information; and documents communications and actions in program applications and other appropriate records. The position is fixed-term, with the potential to transition to a regular/permanent opportunity, and is remote in the United States. Training is scheduled from 8:00 AM to 4:30 PM EST for three to six weeks. Primary shifts rotate between 8:00 AM–4:30 PM EST and 9:00 AM–5:30 PM EST. Evening shifts of 10:00 AM–7:00 PM EST or 11:00 AM–8:00 PM EST are scheduled one to five times per month, with schedules provided a month in advance. The role may also require a flexible schedule that could include 24/7 on-call coverage shifts. The associate applies program guidelines and knowledge of relevant medications or diseases, completes follow-up and data-entry tasks, supports program compliance and safety reporting, and escalates issues to a supervisor. Depending on program needs, duties may also include supporting site recruitment and launch activities, preparing and shipping program materials, processing honoraria, and preparing compliance materials for client meetings.

Requirements

High school graduation.
At least 3 years of relevant experience.
Proficiency in multitasking and prioritizing tasks.
Proficiency with personal computers, including Microsoft Office.
Excellent written and verbal communication skills.
Ability to work on complex or multiple programs at the same time, requiring critical thought processing.
Ability to adapt to 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.

Nice To Haves

Some college education preferred.
Customer service experience preferred.

Responsibilities

Handle inbound and outbound contacts from patients, healthcare providers, and other stakeholders regarding assigned UBC programs.
Provide consistent customer service support to stakeholders for assigned programs.
Maintain working knowledge of program guidelines and the medications or diseases referenced in call scripts.
Communicate by phone, fax, and email to retrieve data or address discrepancies in received data.
Follow up with stakeholders to obtain missing information, including applicable data entry, documentation, and safety reporting per program guidelines.
Apply corrections and updates in secured program applications, CTMS, and relevant documents identified through data verification or follow-up calls.
Escalate potential problems or issues requiring immediate management attention and provide a detailed summary to the direct supervisor.
Document communications accurately, concisely, and promptly in the appropriate application contact log, following Standard Operating Procedures and project-specific procedures.
When applicable, assist with site recruitment or initiation and coordinate launch activities.
Ensure assigned project tasks are completed.
Provide new or updated training materials as needed.
Complete program compliance duties, including stakeholder re-education, documentation of non-compliant events, review of alerts and reminders, and healthcare-provider follow-up.
When applicable, prepare program compliance materials for client meetings.
When applicable, prepare and ship program materials and document actions in the appropriate applications.
When applicable, process honoraria.
Review documents against program standards and take appropriate action.
Complete applicable data entry, filing, and data confirmation accurately and promptly.
Perform other duties assigned by the Program Manager, Associate Program Manager, Associate Manager, Coordinating Center, and/or Senior Manager, Coordinating Center, as determined by UBC SOPs.