Bilingual Customer Support Representative

🔥 18 hours ago

🇨🇦 Canada – Remote

💵 $47.1k - $78.4k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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IQVIA

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

🏭 Manufacturing

📣 Marketing

💰 $1G Post-IPO Debt on 2023-05

Consulting • Manufacturing • Marketing

IQVIA is a global leader in data analytics and technology solutions, dedicated to improving health outcomes. The company utilizes its Connected Intelligence platform to harness the power of advanced data analytics and artificial intelligence, facilitating innovation in healthcare. IQVIA focuses on various areas, including clinical research, technology, and consulting services to solve complex healthcare challenges and accelerate the delivery of new therapies to patients.

📋 Description

• Serve as the central point of contact and liaison for patient support programs • Respond to incoming calls and communications for PSP programs in accordance with quality standards • Make outbound calls as required by the programs • Provide clinical support by phone, email, and web platforms to patients, pharmacists, physicians, and other healthcare professionals • Provide information on products, treatment best practices, and troubleshooting related to treatment administration • Provide patient counseling and support for treatment enrollment and adherence • Manage internal clinical referrals and follow up on voicemail messages • Manage the call queue in a call center environment • Report adverse events or adverse drug reactions within 24 hours • Assess patients’ financial resources, as required • Provide advanced reimbursement navigation and administrative services • Coordinate program logistics with stakeholders to optimize patient outcomes • Identify needs for compassionate support, bridging programs, and copayment assistance • Review and approve exceptional cases for patient assistance programs • Communicate with pharmaceutical manufacturers regarding exceptional cases • Collect information from patient files and facilitate special authorization requests and appeals • Comply with quality standards and privacy policies • Participate in team meetings, onboarding, and ongoing training • Represent STI Technologies Limited at external activities, as required • Contribute to team development and the achievement of company objectives

🎯 Requirements

• Fluency in French and English (required) • University degree preferred • Availability to work various schedules between 9:00 a.m. and 6:00 p.m. Atlantic Time, Monday to Friday • Minimum of one (1) year of relevant experience • Experience in pharmacy, patient support services, nursing, specialty pharmaceuticals, or a call center is a strong asset • Excellent knowledge of health insurance plans and coverage • Understanding of pharmacy transactions and claims analysis • Excellent computer and telecommunications skills • Advanced knowledge of computer environments and standard software applications (Excel, Word, Outlook) • Excellent communication and telephone customer service skills • Strong attention to detail and the ability to analyze and respond quickly to requests in a high-volume environment • Excellent organizational and time management skills • Ability to effectively coordinate various patient services • Ability to work as part of a team and support colleagues • Ability to identify opportunities for improvement and propose practical solutions • Commitment to ongoing professional development • Strong multitasking abilities and flexibility regarding support hours

🏖️ Benefits

• Health, wellness, and/or other benefits • Incentive plans, bonuses, and/or other forms of compensation may be offered • Equal opportunity employer • Disability accommodations are available throughout the recruitment process