Customer Care Specialist - EST

Amplity Health•Tampa, FL

22h•$38,000 - $40,000•Remote

About The Position

Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them. We are currently seeking passionate, highly motivated, experienced individuals with a demonstrated track record of success in the contact center environment. Our client’s Contact Center supports inbound Healthcare Service programs across a multitude of marketing campaigns, disease states, and projects. This Contact Center provides customer service support to inbound inquiries across several channels to include telephone, email, postal mail, fax, and chat. Customer Care Specialist Customer Care handles inbound, unsolicited customer calls from Consumer and Healthcare Professionals for inquiries such as product questions, adverse events, sample requests, etc. The Customer Care Specialist is responsible for handling inbound customer inquiries, including identification and processing of Adverse Events and Technical Complaints. Remote Position Essential duties and responsibilities include but are not limited to the following:

Requirements

BA/BS degree or relevant work experience
Customer service-related experience
Expert level typist

Responsibilities

Provides customer service support in handling all patient inquiries through phone, email, direct mail and other channels
Maintain excellent quality standards, adhere to approved materials and guidelines
Accurately collect information required by individual programs and correctly capture in specific program databases
Answer product questions from customers according to company policy utilizing approved FAQs and discussion guides
Exhibit effective communication and tele-management skills.
Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed
Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with our Client’s Working Practice Documents (WPDs)
Demonstrate adherence to all Privacy/Security procedures as outlined in applicable WPDs
Adhere to all company policies and Standard Operating and Working Procedures
Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed
Identifying and triaging customer escalations through resolution, including collaboration with other functions to ensure compliant solution