Customer Care Specialist - EST
$38,000–$40,000 year
RemoteDistrict of Columbia, United States
Job Summary
Handle inbound customer inquiries via phone, email, direct mail, and chat for healthcare programs, addressing product questions, adverse events, and technical complaints. Maintain quality standards by adhering to approved materials, accurately capturing data in program databases, and resolving escalations through collaboration with other functions. Converse empathetically with callers to facilitate understanding of medical terminology while strictly following privacy, security, and working practice documents. Perform administrative duties as needed to maximize department utilization. This remote position supports biopharma clients across multiple disease states and marketing campaigns, leveraging deep therapeutic expertise to improve patient outcomes.
Required Qualifications
- BA/BS degree or relevant work experience
- Customer service-related experience
- Expert level typist
- Ability to handle inbound, unsolicited customer calls from Consumer and Healthcare Professionals
- Ability to handle product questions, adverse events, and sample requests
- Ability to identify and process Adverse Events and Technical Complaints
- Ability to maintain excellent quality standards and adhere to approved materials and guidelines
- Ability to accurately collect information and capture it in specific program databases
- Ability to answer product questions according to company policy utilizing approved FAQs and discussion guides
- Effective communication and tele-management skills
- Ability to converse with callers in an empathetic manner
- Ability to facilitate callers in their ability to understand medical terminology
- Ability to demonstrate adherence to all Privacy/Security procedures
- Ability to demonstrate adherence to all company policies and Standard Operating and Working Procedures
- Flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties
- Ability to identify and triage customer escalations through resolution
- Ability to collaborate with other functions to ensure compliant solution
- Ability to comply with credentialing requirements (training, vaccinations, job-related documentation)
- Ability to obtain specific licenses if working in District of Columbia, City of Chicago, State of Nevada, State of Oregon, or Jackson Memorial Health in Miami-Dade County Florida
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