Customer Care Specialist - EST
About The Position
Amplity is seeking a highly motivated, experienced Customer Care Specialist to support a client’s inbound healthcare service contact center. The contact center handles inquiries across multiple marketing campaigns, disease states, and programs, using channels including telephone, email, postal mail, fax, and chat. Customer Care Specialists respond to unsolicited inquiries from consumers and healthcare professionals about products, adverse events, sample requests, and other matters. The role includes identifying and processing potential adverse events and technical complaints. This is a remote position. The specialist provides accurate, empathetic customer support in accordance with approved materials, program requirements, company policies, and applicable privacy, security, and working procedures. Employees may also perform administrative and other non-telecommunication duties as needed. The position requires compliance with credentialing and facility requirements that may apply to representatives of pharmaceutical companies.
Requirements
- BA/BS degree or relevant work experience.
- Customer service-related experience.
- Expert-level typing skills.
- Comply with applicable credentialing requirements, including training, vaccinations, and other job-related documentation required by facilities on call plans.
- Obtain and maintain any representative license required by applicable jurisdictions or hospital systems.
Responsibilities
- Handle patient and other customer inquiries through phone, email, direct mail, and other channels.
- Maintain excellent quality standards and follow approved materials and guidelines.
- Collect information required by individual programs and accurately record it in program databases.
- Answer customer product questions in accordance with company policy, using approved FAQs and discussion guides.
- Communicate effectively and empathetically with callers, helping them understand medical terminology as needed.
- Identify and process potential adverse events and technical complaints in accordance with client Working Practice Documents (WPDs).
- Follow privacy and security procedures outlined in applicable WPDs, as well as company policies and Standard Operating and Working Procedures.
- Remain flexible within the department, including performing administrative and other non-telecommunication duties as needed.
- Identify and triage customer escalations through resolution, collaborating with other functions to ensure compliant solutions.
