Contact Center Analyst - Dutch Speaker

As a Contact Center Analyst, you are the primary contact for patients and Healthcare Professionals (HCP) participating in a clinical study. You will support several studies/programs such as medical information inquiries, supporting pregnancy registries, and collecting patient reported outcomes (PROs) over the phone. You will facilitate completion of protocol-specific tasks remotely using the telephone, email, fax, and various portals. Full training is provided, no experience necessary.
Some of the duties include (but are not limited to):
Providing information and follow up to incoming calls and emails per project direction
Administering informed consent verbally or online
Following up with patients and or HCPs per protocol
Collecting and entering data in the study electronic data capture system (EDC) per protocol
Recognising and escalating any AE/SAE according to protocol
Resolving any data queries
Maintaining investigator site file as necessary
Our ideal candidate
Education & experience:
College certificate or equivalent experience
Previous experience in a BPO with technology support or clinical is a plus
Knowledge of Pharma industry is a plus
Customer service experience is a plus
Essential skills:
Dutch language - fluent
English language - professional proficiency
Windows Operating System
Microsoft Office
Competencies for success:
Strong communication skills
Ability to work under pressure
Team player
Ability to learn quickly
Empathy
Thorough
Methodical
If you're not an EU citizen you must have a resident visa or a permanent visa for Portugal.

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