Job Description

The Customer Experience Associate is responsible for supporting a designated Pharma Life Sciences Patient Services Program for several specialized pharmaceutical products. This includes handling inbound calls and placing outbound calls to Health Care Professionals and Consumers. The contact channels include phone, e-mail, chat, web, and fax; in compliance with all reporting requirements for adverse events, product quality complaints, and patient privacy (HIPAA/data privacy). Customers include patients, physicians, pharmacists, nurses, physician office staff, consumers, and Field Sales Representatives. Work environment is dynamic and has high call-volume.

The Customer Experience Associate role responsibilities include but are not limited to:

• Professionally handle all inbound calls from potential or existing customers (i.e., patients, HCPs, caregivers).
• Execute routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, to meet KPIs required.
• Provide excellent customer service along with accurate and appropriate information to every caller.
• Maintain solid customer relationships by handling questions and concerns with accuracy and professionalism.
• Initiate required action for response to customer service requests.
• Assist patients to enroll into the designated support programs.
• Assist new and existing patients with co-pay and financial related questions.
• Help navigate and connect patients to other designated support vendors to address as appropriate.
• Provide support to all consumers, Health Care Professionals, etc. via chat in a timely and professional manner.
• Provide support on additional products/services based on client's needs and requests.
• Provide support via email, following the guidelines established by the client.
• Perform Outbound calls following the rules and regulations established for Outbound campaigns.
• Handle all calls according to client specifications including but not limited to using computer systems, manual documentation, and training resources.
• Meet customer satisfaction levels as determined by Key Performance Indicators (KPIs).
• Evaluate and escalate calls as outlined in training and the FAQ's.
• Comply with client global policies, local policies, processes, and procedures.
• Comply with client and CONDUENT AE and PQC processes.
• Obtain pertinent customer information and record customer interactions in appropriate systems as agreed with client. All information must be managed using Customer Relationship Management (CRM) system.
• Communicates to Management issues, and insights from customer calls, trends, programs, and suggests solutions.
• Maintain up-to-date knowledge of business and industry information as necessary to provide services.
• The overall program provides services from 8:00 am – 12:00am daily. Working periods for this role may change based on client needs.