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