Analyste Du Support Client/ Customer Support Analyst

6 months ago

Halifax, Canada Novasyte Full time

Join us on our exciting journey IQVIA is The Human Data Science Company, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

Job Purpose

The Customer Support Representative acts as the first point of contact and responds to all CSR program incoming calls and communications while managing the call queue within quality standards and specifications. Performs outbound calling as it applies to specific CSR program requirements. The CSR delivers a seamless service and support to all end users of the STI Customer Support Solutions technology, products, and programs by leveraging an ability to help patients, pharmacies and physicians.

**Responsibilities**:

- Service Delivery_
- Practices within the scope, process and policy frameworks of the programs and the role defined for Customer Support.
- Retrieves and acts upon voice messages as per established policy.
- Manages the call queue in accordance with established policy.
- Reports Adverse Events or Adverse Drug Reactions within a 24-hour period or as per the manufacturer’s specifications.
- Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
- Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
- Completes other administrative support activities as required.
- Service Excellence and Development_
- Respects quality standards and contributes to service excellence.
- Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
- Provides service in a manner that adheres to STI and STI client privacy policies.
- Contributes to maintaining a healthy workplace.
- Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
- Participates in staff orientation and continuing education sessions as required.
- Represents STI Technologies Limited in external activities as appropriate.
- Contributes to team development and always maintains professional conduct.
- Embrace change and thrive on being part of the team’s success through communication, dedication and commitment to the company’s goals.

**Qualifications**:

- Experience providing support in the health care field coupled with a patient assistance, insurance and/or drug reimbursement background.
- Experience, with work experience in pharmacy, patient assistance, specialty pharma and a call center are considered strong assets.
- Fluently bilingual in French and English.
- Familiarity with health insurance and health plan coverage as well as an understanding of pharmacy transactions and claims review.
- Strong computer and telecommunication skills with an advanced ability to establish rapport through telephone contact.
- Advanced knowledge of computer environments and basic computer programs (Excel, Word and Outlook).
- Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
- Able to organize workflow, have high time management skills to meet client and customer deadlines with accurate transaction and process documentation.
- Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
- Capacity to work in a team environment and support co-workers.
- Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
- Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member.
- Ability and willingness to work rotating shifts. 9-6 Monday to Friday.
- The ability to multitask is vital to this role along with flexibility on support hours.
- IQVIA is proud to be an equal opportunity employer and we are committed to creating a diverse and inclusive environment. We do not discriminate on the basis of any applicable prohibited ground of discrimination, including but not limited to race, religion, colour, national origin, gender, sexual orientation, age, marital status, or _
- disability. Accommodations_
- for applicants with disabilities are available at all stages of the recruitment process upon request. If you have a physical impairment or a disability that requires an accommodation, we encourage you to disclose this during the recruiting process so

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