Note: The job is a remote job and is open to candidates in USA. UBC is hiring a Coordinating Center Associate to provide consistent customer service support to stakeholders across assigned programs. The role handles communications and follow-up, maintains program data and documentation, and supports compliance and other program operations.
Responsibilities
- 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
Skills
- High School Graduate
- 3+ years of relevant experience
- 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
- Some college preferred
- Customer service experience preferred
Benefits
- Remote opportunities
- 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
Company Overview