Provides in depth responses to complex customer requests for client product information. Identifies customer reports of adverse events and/or product quality issues, followed by appropriate intake and documentation and reporting to clients within pre-specified timelines. Performs medical writing as needed to generate written responses for use by contact call center staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
o Serve as resource person for staff regarding the client, client procedures, and the client’s product(s).
o Act as company liaison with client designee to manage all issues related to services provided by EVERSANA.
o Provide initial and ongoing training to DIAs.
o Monitor staff performance and proficiency regarding client product(s).
o Assume responsibility for monitoring and updating standard responses for frequently asked questions – this may involve medical writing if the client does not provide written standard approved responses.
o Maintain product information reference files.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
EXPECTATIONS OF THE JOB:
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:
The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.
Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.
Job Type: Full-time
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