The position requires coverage on a rotating shift schedule as follows:
Day(s) Hours (EST)
Monday – Friday 8:00 a.m. – 8:00 p.m.
Saturday – Sunday 9:00 a.m. – 5:00 p.m.
Description: Summarized Purpose:
Provides high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.
Essential Functions:
Provides high quality customer service to client customers including consumers, HCPs, and client personnel.
Documents interactions according to PPD and client guidelines. Identifies AEs events and PCs.
Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail.
Performs line checks and system verifications, and generate reports.
Performs other duties as assigned.
Education and Experience:
High School diploma / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience
In some cases a second language may be required
Years of experience refers to typical years of related experience needed to Product the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.
Knowledge, Skills and Abilities:
Excellent organizational skills
Strong attention to detail
Ability to handle multiple tasks
Effective verbal and written communication skills
Excellent problem solving skills
Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be required
Excellent computer and keyboarding skills
Time management skills
Excellent interpersonal skills
Ability to work in a team environment and/or independently as needed
Demonstrated confidence and initiative
Flexibility