[Hiring] MedTech Clinical Phone Support Specialist @IQVIA

Role Description

Qualified Medical Technologist / Lab Technicians will be responsible for providing phone support during non-business hours, weekends and holidays to patients/healthcare personnel on medical device products. This Clinical Phone Support Specialist role allows you to utilize your experience in a way that does not involve patient care. Depending on your current schedule, this type of role can work in conjunction with your current position. Additionally, you will receive exposure to the medical device industry with the potential for long-term career growth in the field. This role is a remote position that will require access to the internet and availability to work non-business hours.

• Provides customers with service and product troubleshooting via telephone and email, including Clinical Diagnostics.
• Documents calls in CRM system; escalates issues requiring further investigation.
• Performs technical and application support needed for after-hours on weekdays, weekends, and holidays.
• Participates in 10 weeks training curriculum.
• Flexible and able to handle multiple tasks.
• Strong verbal and written communication skills.
• Replies to inbound customer calls within 30 minutes of being notified 98% of the time.
• Communicates feedback to the client if unable to respond within the 30-minute window.
• Available during non-business hours (5:00pm-5:00am PST), Weekend Coverage (5:00pm Friday - 5:00am Monday PST), Saturday (5:00am - 1:00pm PST).

Qualifications

• 3-5+ years of related lab experience required.
• Strong experience in RT-PCR preferred but not required.
• Virology experience helpful.
• Med Tech / clinical lab technician background helpful.
• Ability to troubleshoot Laboratory Information Systems interfaces and to network computers is helpful.
• Demonstrate ability to handle inbound and outbound calls with professionalism while delivering high-quality customer support.
• Cytology experience helpful.
• Leadership experience is a plus.
• Strong communication skills both verbal and written.
• Duties may require compliance with client requirements that all those performing services on-site be fully vaccinated.

Benefits

• Develop strong leadership skills and interact with peers in the healthcare setting without patient care responsibilities.
• Be at the forefront of cutting-edge medical device technology.
• Gain professional growth and exposure to the medical device industry.
• Access to continuing education via IQVIA Learning Center.

Company Description

IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide.

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.