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About the Role
The Medical Team Member is a customer-facing role responsible for managing unsolicited inquiries from Healthcare Providers, as well as select Consumer and Employee inquiries, via multiple communication channels. This role is crucial for handling adverse events and product quality complaints for the U.S. market, ensuring a high standard of customer service and information dissemination.
Responsibilities
- Resolve customer questions and concerns effectively and efficiently through active listening.
- Respond to inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and company databases.
- Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquiries.
- Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints.
- Ensures the delivery of the desired customer experience for all customer/employee engagements.
- Manage development and execution of multi-channel communications, workflow processes, and operating procedures.
- Implement new strategies, share status of operations and key performance metrics, and manage escalated issues.
- Manage escalated customer requests to resolution and continually enhance the customer experience to achieve operational excellence.
Requirements
- Bachelor’s degree (BA/BS) or equivalent healthcare experience.
- Healthcare Professional Degree (e.g. RN/BSN) or equivalent healthcare experience.
- Healthcare experience or experience as a pharmaceutical Field Sales Representative.
- Ability to work the required hours for this role: 11:00 AM - 7:00 PM EST.
- Scientific Acumen.
- Exceptional Customer Service skills & experience.
- Strong communication; written & verbal.
- Ability to summarize clinical trial/scientific information.
- Customer-centric focus.
- Attention to detail.
- Good typing/computer skills.
- Ability to understand scientific information contained in Prescribing Information for products.
- Must pass certification upon the completion of training to demonstrate proficiency in role.
- Meet all compliance, quality and productivity metrics.
Skills
- Adaptability
- Business Process Management (BPM)
- Change Management
- Clinical Trials
- Communication Methods
- Communication Strategy Development
- Contact Center Operations
- Customer Centric Focus
- Customer Experience Management
- Customer Management
- Customer Relationship Management (CRM)
- Customer Satisfaction
- Customer Service Management
- Detail-Oriented
- Digital Communications
- Digital Marketing
- Direct Marketing
- Market Development
- Market Research
- Operational Excellence
- Pharmaceutical Sales
- Product Management
- Project Management
- Quantitative Analytics
- Experience working in a Customer Relationship Management (CRM) system
- Project Management
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- Not specified
Education Level
- Bachelor's degree
- Healthcare Professional Degree (e.g. RN/BSN)
Salary/Compensations
- $106,200.00 - $167,200.00
Benefits
- Medical, dental, vision healthcare and other insurance benefits (for employee and family)
- Retirement benefits, including 401(k)
- Paid holidays, vacation, and compassionate and sick days
About the Company
- Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
Equal Opportunity
- As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.
- As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.
- We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.