Recruitment Data Policies ucbCARES Engagement Partner

UCB • Atlanta, GA

7d • Hybrid

About The Position

UCB is seeking an empathetic, organized, and customer-focused ucbCARES Engagement Partner for its ucbCARES team, based out of its US Headquarters near Atlanta, Georgia. The role receives, responds to, and documents customer support requests and on-label product inquiries, and supports product quality complaint intake, customer follow-up, and accurate, timely communication. The primary focus is on patients and caregivers, with healthcare professionals supported as appropriate.

The Engagement Partner works with patients, caregivers, healthcare professionals, ucbCARES leadership, Medical Information colleagues, and internal partners to respond to customer needs, share insights, and maintain consistent documentation and follow-up within approved procedures. The position is hybrid under UCB’s stated hybrid-first approach, with 40% of time spent in the office unless otherwise specified or precluded by the nature of the role.

Requirements

• Bachelor's degree or equivalent healthcare-related education and experience.
• Up to two years of clinical, patient education, or support experience.
• Customer service or patient-facing experience with strong communication skills.
• Experience documenting interactions in customer relationship management systems.

Nice To Haves

• Pharmacy technician or case management background.
• Central nervous system, immunology, or rare disease knowledge.
• Experience using customer inquiry databases and advanced telephone techniques.
• Proficiency with Microsoft applications and multiple-task prioritization.
• Team orientation, self-motivation, professionalism, and customer influence skills.

Responsibilities

• Respond to customer service requests and product quality complaint inquiries.
• Provide timely, approved information for on-label product inquiries.
• Escalate safety reports and specialized inquiries to appropriate colleagues.
• Document inquiries and complaints according to approved procedures and timelines.
• Support patient assistance questions using advanced customer service skills.
• Maintain product knowledge and share customer insights with leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level