Sr. Spclst, Shared Svcs Marketing

Position Overview

Medical Team Member
The Customer Service Management (CSM) team drives, manages, and implements remote two‐way customer service engagements across multiple channels including digital, social, chat, phone, and mail. In this role, you will manage unsolicited inquiries from Healthcare Providers at our National Service Center as well as select Consumer and Employee inquiries. Primary interactions are via phone, with increasing volumes expected via other channels (chat, text, email).

Schedule: 11:00 AM to 7:00 PM EST
Salary: $106,200.00 - $167,200.00

Key Responsibilities:

• Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and ensuring understanding; respond to inquiries using knowledge base and Prescribing Information/Medication Guide documents.
• Provide off‐label scientific/medical information to Healthcare Professionals in response to unsolicited inquiries.
• Document interactions by recording details of inquiries, complaints, comments, and actions taken, including the intake of Adverse Events and Product Quality Complaints.
• Ensure delivery of the desired customer experience for all customer and employee engagements.
• Manage the development and execution of multi-channel communications, workflow processes, and operating procedures to support effective contact center operations.
• Collaborate with internal stakeholders to implement process changes, new strategies, share performance metrics, and manage escalated issues.
• Manage escalated customer requests to resolution and assess interactions to continually enhance the customer experience and operational excellence.

Required Qualifications:

• Education: Bachelor's Degree (BA/BS) or Healthcare Professional Degree (e.g. RN/BSN)
• Experience Required: Healthcare experience or experience as a pharmaceutical Field Sales Representative; demonstrated scientific acumen; customer service experience; strong written and verbal communication skills; ability to summarize clinical trial/scientific information; customer-centric focus; attention to detail; proficient computer and typing skills; ability to understand scientific information contained in Prescribing Information.
• Requirements: Must pass certification upon completion of training to demonstrate proficiency in the role.
• Qualifications: Adaptability, Change Management, Clinical Trials, Communication, Communication Strategy Development, Contact Center Operations, Customer Centric Focus, Customer Experience (CX), Customer Experience Design, Customer Experience Management, Customer Management, Customer Relationship Management (CRM), Customer Service Management, Detail-Oriented, Digital Marketing, Direct Marketing, Knowledge Base Management, Management Development, Market Development, Marketing, Marketing Campaign Development, Market Research, Pharmaceutical Sales, Product Management

Preferred Qualifications:

• Project Management

Benefits & Perks

• Benefits: Comprehensive package including medical, dental, and vision healthcare; insurance benefits for employees and families; retirement benefits (including 401(k)); paid holidays, vacation, as well as compassionate and sick days; eligible for annual bonus and long-term incentive, if applicable.