Offer summary

Qualifications:

High school degree or GED with 3+ years of patient interaction experience, or a 4-year degree with 1+ year of experience., Strong interpersonal and customer service skills, particularly over the phone., Experience working with sensitive patient populations, especially schizophrenia., Ability to document effectively in Zendesk and maintain professionalism..

Key responsibilities:

Provide proactive phone, email, and chat support to clinical trial participants and site staff.

Manage inbound calls and conduct remote outbound calls to enhance engagement.

Act as a liaison for additional support between end users and medical device representatives.

Work during non-business hours, including evenings and weekends as required.

Job description

You are welcome to apply if interested! You will be asked to create an account, which takes less than one minute and requires only a username and password. The entire application takes no more than 5-7 minutes to complete.

IQVIA takes the approach to helping customers drive healthcare forward in this challenging, fast-paced environment. We help customers accelerate results, improve patient outcomes, and unleash new opportunities.

Responsibilities:

The Care Guide role will allow you to utilize your customer service experience to support our customers' sponsorship of a clinical trial. Qualified customer service professionals will be responsible for providing proactive phone, email, and chat support to clinical trial participants and clinical trial site staff to increase engagement. While there will be some inbound call management, a large part of the role will be focused on remote outbound calls. A part-time shift is currently available. Depending on your current schedule, this type of role can work in conjunction with your current position. Additionally, you will receive exposure to the medical device industry with the potential for long-term career growth in the field. This remote position will require access to the internet and the availability to work non-business hours.

Answer inbound calls from participants and provide basic customer service or technical support.
Be a liaison on additional support required between end users and representatives from a medical device manufacturer.
Be available during non-business hours.
Ability to work M-F (4:30pm - 8:00pm EST) and will also need to work one hour over the weekend (date/time; TBD)

Job Requirements:

High school degree or GED with 3+ years of patient interaction experience OR a 4 yr. degree from an accredited college with 1+ year of patient interaction experience
Very strong interpersonal skills, including excellent customer service skills and phone demeanor
Must be organized and provide best document practices.
Experience working with sensitive patient populations, i.e., schizophrenia.

Strong consideration will also be given to the candidates that meet the following profile

Ability to work effectively and document actively in Zendesk platform.
Adherence to program SLA and training
Ability to maintain professionalism and guide participants through the required processes.
Work both independently and collaboratively with internal and external customers.
Strong communication skills both written and verbal are highly preferred.
Good clinical practice training preferred.
Experience working with people diagnosed with schizophrenia OR other mental illness is a plus.
Clinical trial experience of at least 3-5 yrs. is a plus+
Experience in the medical industry device industry (education or customer support) is a plus+

You will have a flexible schedule, an opportunity to gain experience and expand into new opportunities while earning supplemental income and learning the medical device industry.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible to help our customers create a healthier world.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

The potential base pay range for this role is $27 - $30 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

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