ucbCARES Engagement Partner

UCB • Atlanta, GA

8d • $72,000 - $95,000 • Hybrid

About The Position

The ucbCARES Engagement Partner receives, responds to, and documents customer support requests and on-label product inquiries. The role also supports product quality complaint intake, customer follow-up, and accurate, timely communication, with a primary emphasis on patients and caregivers while assisting healthcare professionals as appropriate. The position is based out of UCB’s US Headquarters near Atlanta, Georgia, and follows the company’s hybrid-first approach, with 40% of time spent in the office unless otherwise specified or precluded by the nature of the position.

The role works with patients, caregivers, healthcare professionals, ucbCARES leadership, Medical Information colleagues, and internal partners to respond to customer needs, share meaningful insights, and maintain consistent documentation and follow-up within approved procedures.

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