Note: The job is a remote job and is open to candidates in USA. PharmaCentra LLC is seeking experienced customer service professionals to join its Shared Services Team supporting healthcare programs. The Customer Service Representative will handle clinical trial participant and pharmacy locator interactions, document information accurately, schedule eligible participants, assist patients with prescription availability, and follow program procedures in a high-volume remote contact center.
Responsibilities
- Handle inbound and outbound calls with individuals interested in learning more about potential clinical trial opportunities
- Ask standardized health and eligibility screening questions using approved scripts and procedures
- Accurately document screening responses and other relevant information in the CRM
- Explain the next steps in the screening and scheduling process using approved information
- Schedule qualified or eligible participants with appropriate clinical research sites based on established program requirements
- Help identify clinical trial locations that are reasonably accessible to participants based on their location and program criteria
- Communicate professionally and empathetically with individuals who may have questions about participating in clinical research
- Maintain confidentiality when handling personal and health-related information
- Follow all project-specific procedures, scripts, workflows, and escalation requirements
- Handle inbound and outbound calls from patients seeking assistance locating a pharmacy
- Determine the patient's pharmacy and prescription availability needs
- Contact pharmacies on behalf of patients to determine whether a prescription is currently in stock or can be ordered
- Search for pharmacies within the distance the patient is willing to travel
- Communicate pharmacy availability information accurately to patients
- Document pharmacy contacts, availability information, and call outcomes in the appropriate systems
- Conduct follow-up calls when required
- Provide professional, empathetic service to patients who may be experiencing difficulty obtaining their medication
- Transition efficiently between different client programs, call types, workflows, and systems
- Handle both inbound and outbound telephone interactions
- Manage a high volume of calls while maintaining quality and accuracy
- Navigate multiple computer applications while actively communicating with callers
- Accurately document every interaction in the appropriate CRM or system
- Follow approved scripts, FAQs, workflows, and program-specific procedures
- Recognize situations requiring escalation and follow the appropriate escalation process
- Maintain confidentiality and appropriately handle sensitive customer information
- Meet established quality, productivity, call activity, attendance, and customer service expectations
- Participate in training, coaching, quality reviews, and ongoing program education
- Adapt quickly as program requirements, procedures, and priorities change
- Perform other duties as assigned
Skills
- * Excellent verbal and written communication skills
- * A professional, patient, and empathetic telephone presence
- * Strong active listening and questioning skills
- * Excellent attention to detail and accuracy
- * Strong computer and data-entry skills
- * The ability to navigate multiple systems while speaking with customers
- * The ability to quickly learn and apply different program requirements
- * The ability to switch between programs and workflows without losing accuracy
- * Strong problem-solving and critical-thinking skills
- * Effective time-management and organizational skills
- * The ability to handle both inbound and outbound calls
- * Comfort working in a high-volume contact center environment
- * The ability to follow scripts, established procedures, and approved resources
- * The ability to maintain professionalism during difficult or sensitive conversations
- * Reliable attendance and punctuality
- * A team-oriented and accountable approach to work
- This is a **full-time position that requires availability to work one weekend day each week.**
- Candidates must be able to reliably work their assigned schedule and maintain consistent attendance
- This is a **100% remote position that must be performed within the United States.**
- * Windows 10 or Windows 11, 64-bit computer
- * Minimum 8 GB RAM
- * Quad-core processor or better
- * At least 50 GB of available storage
- * Second monitor with minimum 1920 × 1080 resolution
- * USB noise-canceling headset with microphone
- * Webcam
- * Keyboard and mouse
- * Minimum of two USB-A ports
- * Minimum of one HDMI port
- * Minimum 50 Mbps download speed
- * Minimum 50 Mbps upload speed
- * Reliable internet connection capable of supporting continuous voice communication and required business applications
- Candidates should be prepared to demonstrate that their equipment and internet connection meet the minimum requirements before beginning employment
- Healthcare customer service
- Contact center or call center
- Clinical trial recruitment
- Clinical research
- Patient support programs
- Pharmacy or pharmacy services
- Prescription or pharmacy locator services
- Healthcare insurance or PBM services
- Medical office or healthcare administration
- Appointment scheduling
- Inbound customer service
- Outbound calling
- Lead generation
- High-volume customer service
- **Healthcare experience is helpful but not required if you have strong customer service and contact center experience.**
Benefits
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include PTO.
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include paid holidays.
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include medical insurance.
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include dental insurance.
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include vision insurance.
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include short-term disability.
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include long-term disability.
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include life insurance.
- Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include a 401(k) with a 100% vested employer match after 12 months.
- This is a 100% remote position that must be performed within the United States.
Company Overview