Emergency Contact Center Specialist (Part-time)

Qualified candidates must reside in US Eastern Time Zone

SUMMARY

The Emergency Contact Center Specialist (ECCS) primary responsibility is for the support and maintenance of the Emergency Unblinding (EUB) service. The ECS will also support other activities within the TMAC (The Medical Affairs Company) medical information contact center (MICC) as needed. This is a part-time position working remotely.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• First line support for 24/7 EUB contact center.
• Facilitate three or four-way phone calls between internal on-call physicians and external healthcare professionals, and sometimes a translator.
• Log appropriate information in the approved database.
• Field calls from sales reps, consumers, and healthcare professionals on behalf of all clients
• Identify the caller’s needs, input his or her information into the database, manage the call or triage the call to the appropriate Medical Information Specialist.
• Check and respond to all faxes, voicemails, emails, and Medical Information Requests that come through Medical Information department.
• Backup support for IRMS database.
• Update sales rosters in IRMS.
• Generate and maintain monthly/weekly/periodic reporting for all clients as needed.
• Perform literature report searches.
• Document fulfillment.
• Handle miscellaneous projects within the Medical Information Department

QUALIFICATIONS

• Associates degree or relevant work experience
• 2 years call center/customer service background preferred.
• Minimum 1 year Pharmacy Technician, customer service specializing in IT helpdesk support a plus.
• Pharmacy students (PGY-1 & PGY-2) highly regarded
• Fluency in English and in local language in country of residence required. Bilingual in Spanish is a plus.
• Experienced and proven communication skills (verbal and written) with internal colleagues, management, external clients (healthcare or pharmaceutical industry preferred)
• Proficient in MS Office platforms/O365. Teams and Outlook, call center databases and VOIP telecom systems.
• Must be flexible to work a schedule rotation (Morning/Day and Afternoon/Early Evening) as needed and cover local company holidays on regularly scheduled workdays.