Contact Center Analyst
Portugal, Homebased
The Contact Center Analyst will support several studies/programs such as Medical information inquiries, supporting pregnancy registries, collecting patient reported outcomes (PROs) over the phone.
The Contact Center Analyst will be the primary contact for patients and healthcare professionals (HCP) participating in a study. As a Contact Center Analyst, they will facilitate completion of protocol specific tasks remotely using the telephone, email, fax and various portals.
What to expect:
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
Recognizing and escalating any AE/SAE according to protocol
Resolving any data queries
Maintaining investigator site file as necessary
What we're looking for:
Education & experience:
College certificate or equivalent experience (12 years of studies);
Previous experience in a Call Center with technology support or clinical is a plus;
Knowledge of Pharma industry is a plus;
Mandatory skills:
English - Professional proficiency;
Fluent in German - Mandatory;
Windows Operating System;
Microsoft Office;
Mandatory competencies:
Strong Communication Skills;
Customer service experience;
Problem solving skills;
Ability to think logically;
Ability to work under pressure;
Team player;
Ability to learn quickly;
Empathy;
Thorough;
Methodical;
Must have a resident visa or a permanent visa.
Why Join?
Those who join us become part of a recognized global leader still willing to challenge the status quo to improve patient care. You will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry.
You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries.
We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.
It's an exciting time to join and reimagine what's possible in healthcare.
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