General Objective

The objective of this position is to service Inbound, Outbound, Chat and Email customer interactions via phone and/or other channels. This will be done by answering inquiries from Healthcare Providers and Consumers regarding specific Pharmaceutical products and programs by utilizing approved reference materials or escalating to external departments. Specific individuals and team call handling and quality metrics will be assigned as goals. The VCloud Management Team will review your performance periodically to assure these objectives are being met or exceeded.

Job Description

Primary Role and Responsibilities

Customer Experience Representative (CER) - A customer-focused individual who serves as the primary resource for Pharmaceutical Healthcare Professionals (HCPS) and Consumers regarding products and services to provide support through Inbound, Outbound, Chat and Email support. The CSR utilizes his/her Contact Center experience, healthcare experience and product/disease state training to communicate specific product messaging . The variety of subjects handled is extensive and can range from general product/program information including Physician/Pharmacy Awareness of new pharmaceutical releases, formulary changes, recall alerts, rebate/sales promotions, disease state information, order information, product sample requests, patient education materials, patient assistance programs and more.

The CER 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.

Specific Requirements

• Provide world-class customer service by managing all customer inquiries to successful resolution (first call resolution in house or escalating to the appropriate external department).
• Provide product and disease state information within the guidelines of the Call Script or of the Standard FAQ Responses.
• Effectively and consistently communicate messages as required by the client
• Evaluate and escalate calls to external departments as appropriate.
• Comply with all industry regulations including adverse event and product quality processes and HIPAA Regulations.
• Manage all assigned project work in a timely manner (call handling, after call work documentation, etc.).
• Complete and maintain all required training and acknowledgement logs within the appropriate time frame.
• Obtain pertinent customer information and record customer interactions in appropriate CRM system or escalation forms Interact with team members/supervisors to share suggestions, technical issues and best practices