Roles and Responsibilities:

Communicates with end users to clarify and define requirementsProvide comprehensive Customer/Technical support services to support center customersWork within Service Level AgreementsAbility to quickly adapt to changing priorities and fluctuations in workflow are requirementsTake all steps to resolve issues reported to them and or escalate to the appropriate contactUse all available reference materials to help resolve the customer’s issue/Take all necessary steps to ensure customer satisfaction at the end of the serviceCreate and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging componentsPromptly notify management of any potentially “dissatisfied” customersFollow all documented escalation procedures, including hand off times, for issues requiring immediate management intervention.Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, etc.  Confer with Supervisor to identify trending problems and work to develop solutions to open issues.Maintains call information in database using commercial software.

Job Qualifications:

Must be a registered nurse / registered pharmacistAt least with 2 years of call center and clinical experience.Strong command of the English Language both spoken and written.Must have clinical experience and understands medical terminologies.Example: Laboratory Result: CBC, Hematology, Creatinine, etc.Understands his / her key performance indicators.Understand the relationship of work quality and how it impacts efficiencyDedicated at work – no Attendance issue with previous employersHad a good stint in the from previous organizations – not a call center hopperExample: Call center hoppers move from one organization to another in a span of 1 year or less.Has good critical thinkingStrong logic formulation or thought processAmenable in shifting schedules and ability to multi – task and work on holidays / Saturdays and Sundays.Amenable to work on Hybrid Set-up

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 committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.