Specialist will interact with various health care professionals and organizations on a regular basis through multiple communication channels such as inbound and outbound calls, fax and email. Specialists will provide information about one or multiple healthcare products and services covering different therapeutic areas. Specialists will also demonstrate the ability to quickly adapt to changing circumstances and utilize multiple creative solutions to go beyond the required calling requirements. In addition, Specialists will also be expected to communicate a ‘call to action’ which may include asking for a decision, recommendation, purchase, usage, prescription, administrative task or other action relating to the Client’s product or service.
Duties and Responsibilities include the following. Other duties may be assigned.
Responsible for reviewing, interpreting and reacting to data provided.
Effectively communicate messages, product information, and/or specific offers to customers and clients.
Converse with customers and clients in a professional manner, utilizing medical terminology as needed, and facilitate the process of trial, adoption, and usage of the client’s products or services.
Demonstrate competency in using information technology, PC’s and a variety of databases.
Contribute to the achievement of the goals, objectives, and outcomes of the program by demonstrating knowledge of product, disease state and program information as it applies to the specific program.
Accurately collect the information required for each program and capture the information in a Customer Relationship Management system (CRM) or database.
Maintain excellent quality standards for all programs and adhere to all client call guides and guidelines.
Adhere to industry regulations and guidelines when communicating information to HCPs and documenting activity in the CRM database.
Complete all appropriate training including but not limited to New Hire Orientation, In-Services, internal training, client provided training and competency assessments.
Maintain patient confidentiality and accurate documentation of calls to and from all parties.
Adhere to all Company policies and standard operating procedures.
Complete special duties or projects as assigned by the Program Manager / Supervisor
High School Diploma or GED required. One (1) year of professional customer service experience with inbound calls and / or outbound dialing required. Previous call center experience preferred.
Knowledge, Skills and Other Abilities:
Oral and written communication skills
Knowledge of the pharmacy industry, medical billing, or other medical background is preferred.
Customer service skills
Ability to multi-task and be detail oriented
Ability to work efficiently without creating distraction or disruption to other employees
Ability to relate well and communicate effectively with internal and external stakeholders
Ability to work well with various personalities and work as a team
Independent and self-motivated
Ability to work and accomplish goals with little to no supervision
Must be dependable and maintain levels of confidentiality
General knowledge of internet navigation and research
Knowledge of e-mail, fax transmission, and copy equipment are essential
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A-Line Staffing began in 2004 with just two of us – a father and son with 30 combined years of experience started the company out of a basement in Warren, Michigan. We started our company with just one placement, and continue to build the company and our relationships – one placement at a time.