Inbound Customer Service Representative

Inizio Engage is a strategic engagement partner specializing in healthcare, working with a leading biotechnology company. The role involves representing clients through inbound and outbound telecommunication, enrolling patients into support programs, and providing information on clinical research trials.

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
• Minimum of 2 years work experience in a call center setting
• Excellent verbal, written and listening communication skills
• Competency with a computer keyboard and mouse
• Pleasant telephone manner
• Bachelor's degree
• Experience working remote