Customer Care Representative

Yoh covers the diverse talent and workforce management needs in the Aviation, Engineering, Health Care, IT, Life Sciences, Media & Entertainment and Telecom industries. You can be confident that we have the right talent and managed solution for you. You need it. Yoh has it!

• Will provide service to patients, prescribers, pharmacies and commercial sales staff regarding the Risk Evaluation and Mitigation Strategy (REMS) programs.
• Primary handles inbound calls but will also handle outbound calls, faxes and emails.
• This position requires workers to use a telephone with a headset.
• Respond courteously, professionally, and efficiently to customer contacts concerning all REMS program.
• Handles inquiries and issues to resolution while following the requirements outlined in the processes and procedures.
• Educate internal & external customers on REMS Programs by effectively describing the process steps and qualifying requirements.
• Assist with enrolling new prescribers and patients, completing prescriber and patient surveys, and confirming authorized prescriptions for pharmacies.
• Resolve registration flags or direct non-qualified prescribers, patients and pharmacies to the appropriate resource for additional qualifying information.
• Recognize potential adverse events, capture relevant basic AE information, and direct such calls to Drug Safety as outlined in the standard operating procedures.
• Handle all inquiries and resolve issues as they arise. Follow up on all inquiries/issues forwarded to other departments or third party partners.
• Document all contacts into the REMS H database and update any other documents or databases as required.
• Complete new hire training and attend all required supplemental training.
• Arrive to work on time, adhere to schedule, and be flexible to support other schedules as needed.
• Design SMART goals and complete on time as designated and agreed upon by management.

What You Need to Bring to the Table:

• Bachelor's degree required.
• 0-3 years experience in a customer service environment or in a customer interfacing role highly desired.
• Excellent communications skills, including verbal, written and listening skills.
• Basic inquiry skills to obtain required information.
• Proficient in MS Office/Outlook, basic computer/ data entry / keyboard skills and the use of basic office equipment (telephone, fax machine, copier, etc.).
• Team player and ability to build relationships.
• Knowledge of and compliant to HIPAA guidelines.

The Big Picture - Top Skills You Should Possess:

• Customer Care
• Customer Service
• Communication