At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!
Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.
THE POSITION:
The Medical Product Specialist III (Safety Case Specialist) will provide dedicated specialized support to patients, caregivers, physicians, and client personnel for activities related to client’s products, product literature, clinical trials, identification and reporting of adverse events, technical and product complaints, eligibility into programs, website navigation, quality and reporting through our patient services contact support center.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
- Mastery of all assigned medical products, identification and reporting of adverse events and technical product complaints, systems and website navigation, data intake, processing, and phone support.
- Responding to inquiries from customers, sales representatives and business partners, and follow up on requests in a timely, courteous and professional manner. Maintain positive attitude and a helpful approach to customers and clients.
- Serving as a subject matter expert, provide leadership support according to business rules of assigned program.
- Completing assigned case work, investigations and answer questions regarding medical products, instructions for use, product replacements, clinical trials, insurance benefits, and facilitate enrollment into support programs, literature requests, and responses to emails and postal mail.
- Placing outbound calls to customers for additional information.
- Meeting all client required service level commitments with quality and excellence.
- Handling other tasks and projects as assigned including but not limited to client inquiries, escalations, exceptions, management mailbox, postal mail, reconciliation reports, and workforce functions.
- Supporting all other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
EXPECTATIONS OF THE JOB:
Job Duties
- Learn, understand, and follow all company and client policies and procedures.
- Accept being accountable and responsible in work practices and expectations. Delivers what is promised.
- Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
- Use innovative critical and creative thinking to evaluate and solve work and customer issues.
- Seek assistance in solving work problems through collaboration and information seeking.
Personal Accountability
- Attendance – Excellent attendance is a key success driver for this role
- Compliance Wire Online Training – at least 95% on-time completion
- Professional, positive, ethical, and responsible behavior
- Collaboration, proactive, and effective oral and written communication
- Ability to self-manage, multitask and problem solve
- Proficient computer skills
- Demonstrate cultural beliefs
- Specialists who regularly perform at or above the targeted performance levels will be eligible for hybrid / remote work opportunities with the following considerations
- Supervisor approval
- Proof of HIPAA compliant workspace
- Proof of secure internet connectivity with sufficient bandwidth to successfully conduct the role activities
- Maintain in office performance, quality levels and schedule adherence
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.
- Education: High School Diploma and 6 years of experience or Associate Degree and 4 years of experience in healthcare setting. Degree preferred.
- Technology/Equipment: Strong computer skills including Microsoft Word, Excel, and PowerPoint.
- Soft Skills: Excellent oral, written, and interpersonal communication skills. Ability to multi-task. Ability to work independently and function as a team player. Ability to work in a fast paced, metric driven environment while being patient minded. Ability to think critically, problem solve, and actively listen.
PREFERRED QUALIFICATIONS:
- Experience: Medical product expertise, customer service and/or call center experience. Patient assistance, reimbursement and/or pharmacy benefit management experience. Medical billing and coding experience.
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.
This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.
This job operates in a professional office and/or remote work environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.
Additional Information
OUR CULTURAL BELIEFS
Patient Minded I act with the patient’s best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and hold myself accountable.
Embrace Diversity I create an environment of awareness and respect.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.
Always Innovate I am bold and creative in everything I do.
EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base rate for this position is $20.00/hr and is not applicable to locations outside of the U.S. The base salary range represents the low and high end of the salary range for this position. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). EVERSANA reserves the right to modify this base salary range at any time.
From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.
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