[Hiring] Medical Services Specialist @Conduent

Role Description

The Medical Services Specialist is a customer-focused individual who serves as the primary resource for customers contacting the Information Center regarding products and services. The role involves:

• Utilizing healthcare experience and product/disease state training to communicate specific product and/or disease state information via telephone, e-mail, and written communication.
• Handling a variety of subjects including product information, pricing, patient education materials, product quality complaints, and adverse experiences.
• Building rapport with customers, both internal and external, and maintaining customer relationships while responding to inquiries.
• Contributing to outbound initiatives to deliver specific product messages to customers.

Qualifications

• Proficiency in English and Spanish at C1/C2 level is required.
• Previous experience in a call center environment preferred.
• Experience providing medical information and customer service to healthcare professionals over the phone is strongly preferred.
• Demonstrated competency using information technology, PCs, and databases.
• Excellent verbal, telephone communication, and written skills required.
• Ability to multitask.
• Good problem-solving and decision-making skills.
• Good time management, interpersonal, and organizational skills.

Requirements

• Manage all customer inquiries to successful resolution.
• Provide product and disease state information covering both on and off-label information within the guidelines of Standard Responses.
• Provide world-class customer service and immediate resolution to inquiries at the point of customer contact.
• Effectively communicate messages, timely product information, and/or specific offers to physicians, healthcare staff, and/or consumers via outbound tele-service.
• Evaluate and escalate calls as appropriate.
• Respond to non-phone customer inquiries (e.g., e-mail, fax).
• Comply with all industry regulations including adverse event and product quality processes.
• Manage all assigned project work in a timely manner.
• Maintain up-to-date knowledge of product, medical, disease, and industry information.
• Obtain pertinent customer information and record customer interactions in appropriate systems.
• Communicate customer calls, issues, trends, programs, and solutions.
• Interact with team members to manage a broad number of products, medical and business issues, and share best practices.

Benefits

• 23 days paid holiday per annum.
• Replacement contract.
• EUR 1,50 a day WFH allowance.
• 100% WFH/Remote.
• Medical Insurance scheme.
• The technical hardware equipment is provided by us.
• Referral program that will allow you to earn extra bonuses.
• Access to a global learning platform for personal and professional development.