[Hiring] Junior Consumer Support Navigator @Veeva Systems

Role Description

Ostro is a specialized business division within Veeva, dedicated to advancing brand engagement for the life sciences industry through AI technology. Veeva Ostro empowers life sciences companies to transform how they connect with the people who need their innovations most. By joining this fast-growing team, you will work at the forefront of leveraging AI innovations to make healthcare information seamless, intuitive, and impactful.

Reporting to the Manager, Nurse Navigator Operations and Training (MNNO&T), the Junior Consumer Support Navigator (CSN) is a webchat and call center specialist who is responsible for providing inbound and outbound customer (consumer) support in a Life Sciences (Biotech) environment. In addition, the focus of the CSN is to ensure that the activities of the CSN contribute to the MNNO&T’s overall program objectives. This role averages 17–25 hours per week. Our goal is to grow volume and budget in a way that allows per diem team members to transition into full-time roles over time.

What You'll Do

• Assists the Nurse Navigator (NN) Team by answering incoming webchat and telephonic consumer inquiries/interactions in a professional manner following client guidelines and business rules.
• Perform outgoing webchats in a professional manner following client guidelines and business rules.
• Responds to consumer inquiries and provides education or information to answer questions utilizing Client approved FAQ documents.
• Identify and escalate priority issues to assigned manager and/or Nurse Navigator.
• Display exemplary phone/chat etiquette utilizing approved FAQ documents.
• Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations.
• Completes all necessary compliance training in specified timeframe.
• Understands and utilizes telephony system and records appropriate information in the Ostro database in accordance with customer business rules and training.
• Documents all call/webchat information in Ostro’s database system.
• Identifies and reports AE/PQC/SS in accordance with Ostro and client guidelines.

Qualifications

• Active LPN licensure required.
• Must be available to work 20 hours per week and evenings until 8:00pm EST. Our full hours of service are Monday - Friday 8:00am - 8:00pm EST.
• Must reside in one of the following states: Arizona, Connecticut, Delaware, District of Columbia, Florida, Illinois, Iowa, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Texas, Virginia.
• 1+ year experience in a call center within life sciences, healthcare or patient support program preferred.
• Google Drive Platform experience a plus.
• Excellent verbal and written communication skills.
• Excellent listening skills.
• Strong organizational skills.
• Ability to multitask, take direction, and maintain prioritization.
• Excellent follow-up skills.
• Must have strong computer skills.
• Must be able to type 35 wpm.
• Spanish fluency a plus.
• Interest in full-time opportunities in the future is a plus.

Requirements

• Active LPN licensure required.
• Must be available to work 20 hours per week and evenings until 8:00pm EST.
• Must reside in specified states.

Compensation

• Base pay: $22 - $28 per hour.
• Actual salaries may vary within the range above or below, depending on experience and location.
• This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.