[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. They utilize healthcare experience and product/disease state training to effectively and consistently communicate specific product and/or disease state information via telephone, e-mail, and written communication. The variety of subjects handled is extensive, including:

• Product information
• Pricing
• Patient education materials
• Product quality complaints
• Adverse experiences

The Medical Services Specialist utilizes excellent communication and organizational skills while working independently in a call center environment. They must be able to build rapport with customers, both internal and external, establishing and maintaining customer relationships while responding to inquiries. Additionally, they may contribute to outbound initiatives, making contact with customers to deliver specific product messages.

Responsibilities

• 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 and consistently communicate messages, timely product information and/or specific offers to physicians, health care 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.

Qualifications

• Proficiency in English and German at B2/C1 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.

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.