Inbound Customer Service Representative

Inizio Engage is a strategic, commercial, and creative engagement partner specializing in healthcare. The Inbound Customer Service Representative will represent clients by handling inbound and outbound telecommunication, assisting patients and callers with various programs and information.

Responsibilities:

• Enroll qualified patients into patient Support programs and other manufacture offers
• Triage callers to the appropriate resources
• Intake of product quality complaints or adverse events
• Provide appropriate program level information
• Pre-screen potential volunteers for enrollment into clinical/medical research trials
• Enroll participants in educational seminars
• Collect demographic data and disposition for product, sample and literature fulfilment
• Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines
• Accurately collect information required by individual programs and correctly capture in specific program databases
• 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
• Possess effective organizational skills, including working with multiple projects simultaneously
• Adhere to all company policies and Standard Operating Procedures
• Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)

Requirements:

• Associates Degree or equivalent work-related experience
• Excellent verbal, written and listening communication skills
• Competency with a computer keyboard and mouse
• Pleasant telephone manner
• Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines
• Accurately collect information required by individual programs and correctly capture in specific program databases
• 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
• Possess effective organizational skills, including working with multiple projects simultaneously
• Adhere to all company policies and Standard Operating Procedures
• Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)
• Bachelor's degree preferred
• Minimum of 2 years work experience in a call center setting preferred
• Experience working remote preferred