Customer Support Coordinator - Call Center (Remote

Company: VMS BioMarketing
Location: Indianapolis
Posted on: May 16, 2022

Job Description:

Job Description**Shift would be 10-7 EST or 9-6 EST**About the Position:Serves as the primary contact for VMS clinical educators, (client's) pharmaceutical sales representatives, as well as healthcare provider offices and patients. In addition to inbound/outbound calls, the coordinator will process post program documentation and manage activity in CRM. Essential Functions:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communicate with clinical educators, sales reps, healthcare providers, and patients via inbound and outbound telephone, fax, mail, e-mail, chat, text, and skype functionality; deliver high level customer service with every interaction
• Maintain solid knowledge base on all network initiatives, processes, and materials to answer customer questions with confidence and ease
• Enter program related information into multiple software systems simultaneously with an intense focus on integrity of data
• Maintain solid knowledge base on multiple general office, VMS, and client software systems
• Troubleshoot challenges reported by customers; elevate consistent issues to manager for broader solution
• Establish and manage a variety of educator networks lists
• Manage shipping for programs and projects
• Ensure confirmed educators accurately receive appropriate material to conduct programs
• Accurately tabulate information received from program paperwork
• Enters data from paperwork received from Educators post program into multiple software systems with an intense focus on integrity of data
• Review and process program payments
• Adhere to process for entering and implementing programs; bring forth compliance and process deviations to manager
• Proactively identify areas for improvement and recognition, both individually and as a team
• Applicant must fully understand all VMS, client, and industry mandated rules and regulations
• Ensure all activities are conducted and properly executed in a manner that is strictly compliant with all VMS, client, and industry mandated rules and regulations
• Handle and manage sensitive information and patients' Personal Health Information (PHI) responsibly and within VMS compliance parametersOther duties:This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Required Education and/or Experience:Minimum 2-4 years related experience required in customer service or call centerPreferred Education and/or Experience:
  • Contact center experience in the healthcare industry and home health strongly preferred, but not required
  • Contact center customer relationship management (CRM) systems experience
  • Healthcare software systems experience
  • Associates Degree preferredRequired License and/or credential(s):
    • NoneRequired Skills:
      • Excellent written and verbal communication skills
      • Ability to quickly learn and accurately retain knowledge in numerous contact center and data entry systems
      • Team and solution oriented
      • Highly adaptable, flexible, and ability to prioritize multiple tasks
      • Detail oriented, highly accurate, and strong organizational and customer service skills
      • Ability to differentiate between various approval processes, scopes of services and contract implications of various project types
      • Ability to conceptualize projects from beginning to end, both big picture and the details needed to accomplish desired results
      • Ability to proactively identify potential issues, risks and implementation concerns
      • Advanced knowledge of Microsoft office requiredSpecial Position Requirements:Travel:No travel requiredWorking Conditions:Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.Physical Requirements:Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.

Keywords: VMS BioMarketing, Indianapolis , Customer Support Coordinator - Call Center (Remote, Other , Indianapolis, Indiana