Customer Service associate - medical accountConduent

Forms Processor/Documentation Specialist- a customer-focused individual who serves as the primary resource for customers contacting the Information Center regarding products and services. The Forms Processor/Documentation Specialist utilizes his/her healthcare experience and product/disease state training to effectively and consistently communicate specific product and/or disease state information via e-mail and other written/digital communication. The variety of subjects handled is extensive (e.g., product information, pricing, patient education materials, product quality complaints, adverse experiences and more).
 
The Forms Processor/Documentation Specialist, utilizes 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 customers’ inquiries. 
 
Additionally, the Forms Processor/Documentation Specialist may contribute to outbound initiatives, making contact with customers to clarify information received on non-phone inquiries. 
 
Responsibilities:
·        Evaluate, respond to and/or escalate non-phone customer inquiries as appropriate.
·        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
·       Effectively and consistently communicate messages, product information and/or specific offers to physicians, health care staff and/or consumers via email, digital, written and/or occasional outbound tele-service communication.
·        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
·        Interact with team members to manage a broad number of product, medical and business issues and share best practices 
·        Handling of PHI and other sensitive and/or confidential business and medical information
 
Qualifications:
·        Knowledge of medical and clinical terminology
·        1-3 years’ experience in a call center and customer service environment within the pharmaceutical or medical device industry or within another healthcare setting is desirable
·        Preferred fluent in English (able to read, write and speak the language)
·        Experience providing medical information and customer service to healthcare professionals over the phone or via written communication strongly preferred
·        Experience within a regulated area which may include quality, safety or other similar area and a working knowledge of Medical Communications/Information is desirable.
·        Demonstrated competency using information technology, PCs and databases
·        Excellent verbal, telephone communication and written skills required
·        Ability to multitask, good organizational and time management skills
·        Good problem solving and decision-making skills
·        Good interpersonal skills with team player attitude
 
Education:
A graduate of any 4-year college program (BS or BA) preferably any health sciences discipline such as Nursing; Pharmacy is preferred.
 
 

2 to 4 Years Experience