Tech Systems Support Analyst with English & Dutch
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Locations: Lisbon, Portugal
Time Type: Full time
Posted on: Posted 3 Days Ago
Job Requisition ID: R1445031
Opportunity to join a growing project in our company based in Oeiras, Lisbon
Job Overview
The Contact Center Analyst will support several studies/programs such as Medical information inquiries, supporting pregnancy registries, and collecting patient-reported outcomes (PROs) over the phone. The Contact Center Analyst will be the primary contact for patients and HCPs participating in a study. As a Contact Center Analyst, they will facilitate the completion of protocol-specific tasks remotely using the telephone, email, fax, and various portals.
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
Recognizing and escalating any AE/SAE according to protocol
Resolving any data queries
Maintaining investigator site file as necessary
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
Education & experience:
College certificate or equivalent experience (12 years of studies)
Previous experience in a BPO with technology support or clinical a plus
Knowledge of Pharma industry is a plus
Mandatory skills:
English - Professional proficiency
Fluent in Dutch - Mandatory
Windows Operating System
Microsoft Office
Mandatory Competence:
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
If you're not an EU citizen you must have a resident visa or a permanent visa.
IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com .
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