Virtual Patient Support Specialist

You’re a proactive problem-solver and have the ability to make customers feel like your friend. 

In this role as a REMS Specialist, you will be responsible for responsible for answering non-clinical related questions as well as triaging adverse events and product complaints utilizing an FAQ document and then entering the data into the CRM. 

This role offers the flexibility to work remotely and operates on a monthly rotating shift schedule. The shifts include 8:00 AM–4:30 PM, 9:00 AM–5:30 PM, 10:00 AM–6:30 PM, and 11:30 AM–8:00 PM EST. Ability to work all shifts on this rotation is a requirement. 

You will:

• Complete follow-up for missing/updated information from stakeholders (patients, healthcare providers, pharmacies, etc.), including data entry processing, documentation, and safety reporting per program guidelines. 
• Ensure document/data processing, data corrections and all communication are documented accurately, concisely and in a timely manner. 
• Maintain a working knowledge of program guidelines, product or disease state for the assigned program(s). 
• Conduct pre and post call analysis of calls. 
• Answer incoming calls and perform outgoing calls in professional manner following client guidelines and business rules. 
• Identify any areas that are potentially troublesome and follow up with the stakeholder to ensure that issue is resolved.
• Manage calls in a professional, systematic, and organized manner.
• Respond to stakeholder inquiries and provide education or information.
• Identify and escalate priority issues or suspected noncompliance event to assigned manager.
• Focus and provide exemplary customer service.
• Troubleshoot IT/ technical inquiries.
• Participate in program specific training and other development programs.
• Help to maintain required project documents.

Job Qualifications:

Education

• Bachelor’s Degree highly preferred or 1+ year of healthcare call center experience.

Required Skills

• 1+ years recent pharmaceutical or healthcare industry experience- e.g. Medical Assistant, Nurse’s Aide, EMT, health insurance company etc. is highly preferred.
• Working knowledge of medical terminology 
• Case management experience 
• Solid written and verbal communication skills and listening skills. 
• Ability to type 40+ words per minute (wpm)
• Efficient computer and data entry skills; ability to learn new systems and programs quickly. 
• Excellent attention to detail 
• Ability to prioritize and reprioritize workload depending on program needs.

Preferred Skills

• 1+ year in pharmaceutical or healthcare call center with Risk Evaluation and Mitigation Strategy (REMS) experience highly preferred.

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

Why Syneos Health? Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you’re empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients’ lives around the world. 

W o r k H e r e M a t t e r s E v e r y w h e r e | How are you inspired to change lives?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.

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