Customer Care Specialist

Customer Care Specialist

Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them.

Position Overview

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 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 Complaints.

Remote Position

Essential 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 solution

Requirements for the position :

Employees can expect to be paid a salary of approximately $38K- $40K.

Credentialing Requirements : As a representative of a pharmaceutical company, you may be required to submit and maintain credentials, such as training, vaccinations, and other job-related documentation to gain access to hospitals or healthcare providers. It is the Company's expectation that you comply with the requirements outlined by the facilities on your call plans.

Additionally, certain geographic jurisdictions or hospital systems have requirements to apply for and obtain a representative license. At this time, representatives working in the District of Columbia, City of Chicago, State of Nevada, State of Oregon, or those associated with Jackson Memorial Health in Miami-Dade County Florida may be required to obtain specific licenses. This list may be subject to change, including the potential for additions or modifications. In the event of any significant changes, you will be notified accordingly.

EPIIC Values : All positions at Amplity have a responsibility to demonstrate our EPIIC Values in order to uphold our high-service standards.

Excellence : We set high standards. We are solutions-focused and achieve outstanding results with a professional and positive attitude.

Passion : We love what we do. Our energy inspires, engages, and motivates others.

Innovation : Our ideas set us apart. We are curious and bold and challenge traditional ways of working.

Integrity : We are open, honest, and transparent. We do the right thing with courage and understanding.

Collaboration : We are better together. We actively seek the participation of others to achieve greater outcomes.

About Us : Amplity powers biopharma innovation through expert-led teams that deliver. Whether you knew us in the 80's as Physician Detailing Inc., or in the 00's as part of Publicis Health, the companies that came together in 2019 to form Amplity have delivered contract medical, commercial + communications excellence for 40+ years.

Our people-driven, tech-enabled DNA fuels everything we do. Our professionals understand the pharmaceutical industry from the inside out. With a deep grasp on product lifecycles, marketing hurdles, operational nuances + the complex needs of providers and patients, we help our clients launch products + operate smoothly with precision across all business shapes, sizes + specialties.

We are on a mission to improve patient outcomes through executional excellence enabling our partners in pharma to thrive in turn. At Amplity, we are allies in excellence. And we do it quicker, better, nicer than anyone else.

Our Diversity Policy : We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Amplity Health maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Amplity Health has facilities.