Coordinating Center Associate - Customer Service Support

UBC

Experience: 3+ yrs
Location: United States
Job type: Full-time

Required skills

Microsoft Office

About the role

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.

Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity.

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!

Brief Description:
Provide consistent customer service support to all stakeholders for the assigned program(s)

Specific Job Duties:

Handle inbound and outbound contacts from various sources (patients, healthcare providers, etc.) related to a specific and/or multiple UBC programs, as applicable.
Provide consistent customer service support to all stakeholders for the assigned program(s).
Working knowledge of program guidelines, medication, or disease being referenced in call scripts.
Conduct communication through various channels (phone, fax, email) to retrieve data or to address discrepancies in data received.
Complete full follow-up with regards to missing information from stakeholders, including data entry process, as applicable, documentation, and safety reporting per program guidelines.
Apply corrections and/or updates in the secured program applications and/or CTMS and appropriate documents, which have been identified through data verification or follow-up calls.
Escalate potential problems or issues that require management’s immediate attention and provide a summary with appropriate detail to his/her direct supervisor.
Document all communications in the appropriate application contact log in an accurate, concise, and timely manner as defined in the Standard Operating Procedures and/or Project Specific Procedures.
When applicable, may assist in the process to recruit or initiate sites and coordinate launch activities.
Ensure all assigned project tasks are completed.
Provide new and/or updated training materials as needed.
Responsible for ensuring all program compliance duties (including re-education of stakeholders, documentation of non-compliant event, review of alerts/reminders, and healthcare provider follow-up) are completed.
When applicable, may be responsible for preparation of program compliance materials for client meetings.
When applicable, may be responsible for preparation and shipping of program materials and documenting action within the appropriate application/s.
When applicable, may be responsible for processing honorarium.
Review documents for program standards and take appropriate action.
Ensure data entry, filing, and data confirmation are completed accurately and in a timely manner, as applicable.
Other duties as assigned by the Program Manager, Associate Program Manager, Associate Manager, Coordinating Center, and/or Senior Manager, Coordinating Center and as determined by UBC SOPs.

Required Skills and Qualifications:

High School Graduate; some college preferred
3+ years of relevant experience
Customer service experience preferred
Proficient in multitasking and ability to prioritize tasks
Proficiency with personal computers including Microsoft Office
Excellent written and verbal communication skills
Ability to work on complex programs or multiple programs at the same time requiring critical thought processing
Ability to adapt in a dynamic work environment
Ability to maintain accurate information and make decisions with minimal supervision
Ability to work a flexible schedule that could include 24/7 on call coverage shifts

Benefits:

At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally.

Here are some of the exciting perks UBC offers:

Remote opportunities
Competitive salaries
Growth opportunities for promotion
401K with company match*
Tuition reimbursement
Flexible work environment
20 days PTO, accrued
Paid Holidays
Employee assistance programs
Medical, Dental, and vision coverage
HSA/FSA
Telemedicine(Virtual doctor appointments)
Wellness program
Adoption assistance
Short term disability
Long term disability
Life insurance
Discount programs

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.

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8:00AM EST-4:30AM EST, 9:00AM EST-5:30PM EST, 10:30AM EST-7:00PM EST & 11:00AM EST – 8:00PM EST

About UBC

Providing pharmaceutical support services and real-world evidence generation

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