Customer Care Specialist


General Information
4 Year Degree
Contract to Hire
1 to greater than 15 years
Job Description

1. 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. 

2. Handle inbound calls, outbound calls, faxes and emails. 

3. Handle transactions concerning client 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. 

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

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

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

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

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

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

10. 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. 

11. Arrive to work on time, adhere to schedule, and be flexible to support other schedules as needed. 

12. Design SMART goals and complete on time as agreed upon by management. 

13. Carry out special duties as assigned by management. 

Job Requirements

Bachelor’s degree REQUIRED and can be a BA or BS. 
Basic to intermediate computer skills REQUIRED. Prior experience in a customer service environment or in a customer interfacing role highly desired. 1-3 year’s experience. 

Must complete typing test upon applying

Must be comfortable working primarily on the phone communicating between patients and healthcare providers