Medical Services Specialist with English and Spanish Language

Conduent

5d•Remote

About The Position

The Medical Services Specialist is a customer-focused individual who serves as the primary resource for customers contacting the Information Center regarding products and services. This role utilizes healthcare experience and product/disease state training to effectively and consistently communicate specific product and/or disease state information via telephone, e-mail, and written communication. The variety of subjects handled is extensive, including product information, pricing, patient education materials, product quality complaints, and adverse experiences. The Medical Services Specialist uses excellent communication and organizational skills while working independently in a call center environment. They must be able to build rapport with customers, both internal and external, establishing and maintaining customer relationships while responding to inquiries. Additionally, the Medical Services Specialist may contribute to outbound initiatives, making contact with customers to deliver specific product messages.

Requirements

Proficiency in English and Spanish at C1/C2 level is required.
Demonstrated competency using information technology, PCs and databases.
Excellent verbal, telephone communication and written skills required.
Ability to multitask.
Good problem solving and decision-making.
Good time management, interpersonal and organizational skills.

Nice To Haves

Previous experience in a call center environment preferred.
Experience providing medical information and customer service to healthcare professionals over the phone is strongly preferred.

Responsibilities

Manage all customer inquiries to successful resolution.
Provide product and disease state information covering both on and off-label information within the guidelines of Standard Responses.
Provide world-class customer service and immediate resolution to inquiries at the point of customer contact.
Effectively and consistently communicate messages, timely product information and/or specific offers to physicians, health care staff and/or consumers via outbound tele-service.
Evaluate and escalate calls as appropriate.
Respond to non-phone customer inquiries (e.g., e-mail, fax).
Comply with all industry regulations including adverse event and product quality processes.
Manage all assigned project work in a timely manner.
Maintain up-to-date knowledge of product, medical, disease and industry information.
Obtain pertinent customer information and record customer interactions in appropriate systems.
Communicate customer calls, issues, trends, programs and solutions.
Interact with team members to manage a broad number of products, medical and business issues and share best practices.