Remote Customer Experience Associate

Must pass a background check and drug test

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:

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

• Escalates issues to senior levels, based on complaints or concerns.
• Complies with all policies and standards.
• Performs other duties as assigned.
• Gathers all necessary information to update the database.
• Explains company policies to customers.