Junior Consumer Support Navigator (Part-Time)

About the role

This role averages 17–25 hours per week. Our goal is to grow volume and budget in a way that allows per diem team members to transition into full-time roles over time.

Responsibilities

• Assists the Nurse Navigator (NN) Team by answering incoming webchat and telephonic consumer inquiries/interactions in a professional manner following client guidelines and business rules
• Performs outgoing webchats in professional manner following client guidelines and business rules
• Responds to consumer inquiries and provides education or information to answer questions utilizing Client approved FAQ documents
• Identifies and escalates priority issues to assigned manager and/or Nurse Navigator
• Displays exemplary phone/chat etiquette utilizing approved FAQ documents
• Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
• Completes all necessary compliance training in specified timeframe
• Understands and utilizes telephony system and records appropriate information in the Ostro database in accordance with customer business rules and training
• Drafts all call/webchat information in Ostro’s database system
• Identifies and reports AE/PQC/SS in accordance with Ostro and client guidelines

Requirements

• Active LPN licensure required
• Must be available to work 20 hours per week and evenings until 8:00pm EST. Our full hours of service are Monday - Friday 8:00am - 8:00pm EST
• Must reside in one of the following states: Arizona, Connecticut, Delaware, District of Columbia, Florida, Illinois, Iowa, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Texas, Virginia
• 1+ year experience in a call center within life sciences, healthcare or patient support program preferred
• Google Drive Platform experience a plus
• Excellent verbal and written communication skills
• Excellent listening skills
• Strong organizational skills
• Ability to multitask, take direction, and maintain prioritization
• Excellent follow-up skills
• Must have strong computer skills
• Must be able to type 35 wpm
• Spanish fluency a plus
• Interest in full-time opportunities in the future is a plus

Qualifications

• None specified

Skills

• Excellent verbal and written communication skills
• Excellent listening skills
• Strong organizational skills
• Ability to multitask, take direction, and maintain prioritization
• Excellent follow-up skills
• Strong computer skills
• Spanish fluency
• Interest in full-time opportunities in the future

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program

Pay

Base pay: $22 - $28 per hour

Schedule

Full hours of service are Monday - Friday 8:00am - 8:00pm EST

Company Information

• Veeva is a Public Benefit Corporation (PBC)
• Veeva’s public benefit purpose is to help make the industries we serve more productive and create high-quality employment opportunities
• Veeva’s support for charitable causes is entirely employee driven
• Veeva’s core values — do the right thing, customer success, employee success, and speed — guide our decision making and define our culture
• Veeva has taken a strong stance against the use of non-compete agreements that can limit employee opportunities