Medical Team Member, Customer Service Management

About the position

The Medical Team Member role within the Customer Service Management (CSM) team is primarily responsible for managing unsolicited inquiries from Healthcare Providers and addressing select Consumer and Employee inquiries. This position involves engaging with customers through various communication channels, including phone, chat, and email, to provide accurate information and resolve issues effectively. The role requires a strong focus on customer experience and operational excellence, with responsibilities that include documenting interactions and managing escalated requests.

Responsibilities

• Resolve customer questions and concerns effectively and efficiently through active listening.
• Respond to inquiries using knowledge base documents and company databases.
• Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquiries.
• Document interactions, including details of inquiries, complaints, and actions taken.
• Ensure the delivery of the desired customer experience for all engagements.
• Manage development and execution of multi-channel communications and workflow processes.
• Collaborate with internal stakeholders to develop and execute changes in processes and procedures.
• Manage escalated customer requests to resolution for assigned projects.

Requirements

• Associate degree or 2+ years of equivalent experience in medical, healthcare, or pharmaceutical call center experience.
• Healthcare Professional Degree (e.g., RN/BSN) or equivalent healthcare experience.
• Healthcare experience or experience as a pharmaceutical Field Sales Representative.
• Strong communication skills, both written and verbal.
• Ability to summarize clinical trial/scientific information.
• Customer-centric focus and attention to detail.
• Good typing/computer skills.
• Ability to understand scientific information contained in Prescribing Information for products.

Nice-to-haves

• Experience working in a Customer Relationship Management (CRM) system.
• Project Management experience.
• Bachelor's degree (BA/BS).

Benefits

• Hybrid work model with flexibility in work arrangements.
• Opportunities for professional development and training.