Customer Care Specialist- EST, CST

Amplity Health
401(k)
United States, Maryland, Baltimore
Nov 16, 2024
Come join the true partner of global healthcare companies, Amplity Health. We continually challenge the boundaries of medical and commercial strategies to accelerate the approval and launch of new drugs to improve the lives of patients. We are currently seeking passionate, highly motivated, experienced individuals with a demonstrated track record of success in the contact center environment. Our client's Contact Center supports inbound Healthcare Service programs across a multitude of marketing campaigns, disease states, and projects. This Contact Center provides customer service support to inbound inquiries across several channels to include telephone, email, postal mail, fax, and chat. Customer Care Specialist Customer Care handles inbound, unsolicited customer calls from Consumer and Healthcare Professionals for inquiries such as product questions, adverse events, sample requests, etc. The Customer Care Specialist is responsible for handling inbound customer inquiries, including identification and processing of Adverse Events and Technical Complaints. Remote position Essential duties and responsibilities include but are not limited to the following: Provides customer service support in handling all patient inquiries through phone, eMail, direct mail and other channels Maintain excellent quality standards, adhere to approved materials and guidelines Accurately collect information required by individual programs and correctly capture in specific program databases Answer product questions from customers according to company policy utilizing approved FAQs and discussion guides Exhibit effective communication and tele-management skills. Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with our Client's Working Practice Documents (WPDs) Demonstrate adherence to all Privacy/Security procedures as outlined in applicable WPDs Adhere to all company policies and Standard Operating and Working Procedures Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed Identifying and triaging customer escalations through resolution, including collaboration with other functions to ensure compliant solution Requirements for the position: BA/BS degree or relevant work experience Customer service-related experience Expert level typist Employees can expect to be paid a salary of approximately $38K- $40K. ABOUT US We have a 40-year track record of delivering solutions for Pharma and Biotech companies large and small. Our wide-ranging capabilities include clinical and medical outsourced teams; clinical and medical capability development; companion diagnostic and precision medicine solutions; medical communications; expert engagement; remote and field solutions for patients, payers, and physicians; and strategic and access consulting. Therapeutically, we cross many areas but have been a leader in oncology and rare diseases. Our one-of-a-kind Insights database offers clients a detailed view into patient-provider interactions and provider treatment rationale not found through any other provider. Every offering, every touchpoint, every solution is designed to ensure our pharmaceutical client's patients gain access to and benefit from the best medicines for the right reasons. OUR CULTURE Our company values align to our partnership vision and define our culture. These EPIIC values are reinforced in our people, our processes, and the solutions we provide for our clients: Excellence, Passion, Innovation, Integrity, and Collaboration. We believe that delivering on true partnership for our clients begins and ends with our own team, which is why we relentlessly recruit and maintain teams devoted to living our EPIIC values. The result? An inclusive, collaborative, and respectful culture we are proud of. We hold one another accountable to maintaining a safe workspace where we challenge one another to bring our best selves to work each day. You will never feel unsure about how our EPIIC values look when lived out. We make conscious efforts to model and reward behaviors that remind our colleagues, clients, vendors, and partners what we stand for. We foster a sense of belonging by ensuring contributions are heard and respected. We want every member of the team to feel like they have a voice and they can use it. Constantly challenged and always supported, each member of our team is empowered to create innovative, meaningful outcomes for our clients. Opportunities with Amplity offer competitive compensation and dependent on the opportunity could include a comprehensive benefits package and 401K benefits. To learn more about us, visit our website at amplity.com or our social media pages, linkedin.com/company/amplity-health and twitter.com/amplityhealth. CELEBRATING DIVERSE PERSPECTIVES We passionately champion a culture of belonging, with transparent company practices that drive diversity, equity, and inclusion. Our commitment to inclusion is core to who we are. We welcome people with diverse backgrounds and perspective who ignite curiosity and challenge the status quo. As a provider of services across 6 continents, our team is as diverse as the clients we serve and the countries we work in. We seek to create an inclusive, fair, and respectful environment that celebrates the individual differences and unique perspectives each person brings; where everyone feels a sense of belonging and can be their true, authentic, and best self. As an equal opportunity employer, we welcome everyone to our team. We promise to maintain a safe working environment where team members can thrive. The IDEA - Amplity's Inclusion, Diversity, and Equity Alliance - makes sure of it. The IDEA helps our organization embrace diverse business practices, creates a sense of community through colleague resource groups, reminds our leaders to sponsor and embrace diversity, equity, and inclusion, and encourages cultural competence and awareness through company-wide resources for learning. Our commitment to diversity spans our people, our processes, and our suppliers. OUR DIVERSITY POLICY We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Amplity Health maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Amplity Health has facilities.