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Customer Care Specialist- EST, CST - Atlanta Georgia
Company: Amplity Health Location: Atlanta, Georgia
Posted On: 04/26/2024
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 SpecialistCustomer 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 ComplaintsEssential 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 solutionRequirements for the position:
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