Customer Care Representative

Profile

Bristol-Myers Squibb is a global Biopharma company committed to a single mission: to discover, develop, and deliver innovative medicines focused on helping millions of patients around the world in disease areas such as oncology, cardiovascular, immunoscience and fibrosis.

Join us and make a difference. We hire the best people and provide them with a work environment that places a premium on diversity, integrity, collaboration and personal development. Through a culture of inclusion, we create a better, more productive work environment. We believe that the diverse experiences and perspectives of all our employees help to drive innovation and transformative business results.

Summary

Process enrollment forms and surveys for prescribers and patients for all Celgene Risk Evaluation and Mitigation Strategy (REMS) programs.

Ensure the patient and prescriber enrollment forms and surveys meet all REMS requirements and are processed quickly and accurately.

Enrollment forms are received via fax. Outbound calls and faxing are used to resolve issues. Surveys are completed via inbound calls.

Provide user guidance on REMS self-service channels (IVR, Online portals, and Mobile App).

The Customer Care Center is open Monday through Friday, 8AM to 8PM Eastern Time and the representative is required to be flexible to changes in shift coverage to accommodate business needs during this time frame.

Individuals are required to use a telephone, wear a headset, and sit at a desk for extended periods of time.

Responsibilities

Complete new hire and ongoing training on Celgene REMS programs and supporting systems (database, telephony, reference manual, etc.), departmental and corporate standard operating procedures, call handling skills, and inspection readiness.

Handle inbound calls, outbound calls, faxes and emails.

Handle transactions concerning Celgene REMS programs and triage customers to Medical Information (for medical related inquiries including some reports of adverse events), to Patient Support (for inquiries about patient financial assistance), to Order Management (for product orders or return goods), and to other customer support groups within Celgene (for non-REMS products) as appropriate.

Liaise with representatives within Customer Care to assist with issue resolution associated with enrollments.

Develop as a REMS subject matter expert and educate customers on Celgene REMS programs.

Execute REMS processes as defined in policies and procedures in support of enrollments and surveys and respond to general requests for information about REMS.

Handle any complaints or concerns about REMS or the service provided by Customer Care.

Keeps track of the status of each form and maintains documentation to support the reconciliation process between completed workload and received workload.

Recognize potential reports of adverse events and product quality complaints, capture relevant information (as required by policy), and direct such calls to the appropriate Celgene department as outlined in the standard operating procedures.

Document each contact promptly and accurately in the REMS-H database system (PEGA) and document additional information associated with managing follow up interactions in SharePoint as required by procedures.

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 agreed upon by management. Carry out special duties as assigned by management.

Requirements

Bachelor’s degree required

Working knowledge of computer required including accurate keyboarding skills

Prior experience in a customer service environment a plus

Skills/Knowledge Required

Strong organizational skills and attention to detail

Excellent communications skills – verbal, written and listening

Computer Skills – MS office suite, Basic/Intermediate (Outlook, Word, Excel)

Strong keyboard skills and the use of basic office equipment (telephone, fax machine, copier, etc.)

Team player, adaptable to change, and able to build mature business relationships

Good documentation practices

Knowledge of medical or scientific terminology, a plus

Key Competencies

Initiative – Being proactive rather than reactive and anticipating needs.

Accountability/Responsibility – Takes ownership of both successes and failures and be open to feedback.

Integrity – Can be relied upon to do the right thing even if no one is looking.

Customer Focused – Put self in customers’ shoes and see their perspective. Put customer first.

Product Knowledge – Understand the use, dosage, effects, method of packaging and distribution of all products. Understand product quality issues and how to respond appropriately.

Process Knowledge – Understand procedures and processes, effectively explain and implement them.

Technical Knowledge – Learn multiple systems and navigate them to document interactions in a timely manner.

Feedback – Give, receive and apply constructive criticism.

Problem Solver/Critical Thinking Skills – Create unique solutions to issues that are the best fit while preventing additional issues. Apply good judgment based on past experiences and learnings.

Flexible – Willingness to change in the moment to achieve a positive outcome.

Adaptable – Positively embrace different situations, think outside the box for a solution and implement an appropriate solution.

Teamwork – Work effectively with others to achieve goals in a timely fashion, leverage diversity, share responsibility and successes.

Communication Skills – Employ strong listening skills and convey information clearly to audience using a tone that balances friendliness and professionalism. Position information positively while utilizing call handling skills.

Professionalism – Understand the big picture, be aware of both self and others, and maintain composure by demonstrating patience and restraint.

Empathy – Put one’s self in ‘others’ shoes’ by remaining calm, being reassuring, and being mindful that the customer is a person.

Bristol-Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees the resources to pursue their goals, both at work and in their personal lives.

Bristol-Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Company info

Bristol-Myers Squibb Company
Website : http://www.bms.com