Virtual Patient Support Specialist

About the Role

You're a proactive problem-solver who builds strong, trusted relationships with customers. In this role as a REMS Specialist, you will be responsible for answering non-clinical related questions as well as triaging adverse events and product complaints utilizing an FAQ document and then entering the data into the CRM.

Responsibilities

• Complete follow-up for missing/updated information from stakeholders (patients, healthcare providers, pharmacies, etc.), including data entry processing, documentation, and safety reporting per program guidelines.
• Ensure document/data processing, data corrections and all communication are documented accurately, concisely and in a timely manner.
• Maintain a working knowledge of program guidelines, product or disease state for the assigned program(s).
• Conduct pre and post call analysis of calls.
• Answer incoming calls and perform outgoing calls in professional manner following client guidelines and business rules.
• Identify any areas that are potentially troublesome and follow up with the stakeholder to ensure that issue is resolved.

Required Qualifications

• High School diploma required
• Bachelor's Degree highly preferred or 1+ year of healthcare call center experience
• 1+ years recent pharmaceutical or healthcare industry experience - e.g. Medical Assistant, Nurse's Aide, EMT, health insurance company etc. is highly preferred
• Working knowledge of medical terminology
• Case management experience
• Solid written and verbal communication skills and listening skills
• Ability to type 40+ words per minute (wpm)
• Efficient computer and data entry skills; ability to learn new systems and programs quickly
• Excellent attention to detail
• Ability to prioritize and reprioritize workload depending on program needs

Preferred Qualifications

• 1+ year in pharmaceutical or healthcare call center with Risk Evaluation and Mitigation Strategy (REMS) experience highly preferred

Pay & Benefits

• Hourly pay range: $20-24/hr
• Competitive compensation package
• Health benefits including Medical, Dental and Vision
• Company match 401k
• Flexible paid time off (PTO) and sick time (eligibility may vary depending on location)