[Remote] Coordinating Center Associate - Customer Service Support

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