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Virtual Pharmaceutical Customer Service Representative
2 weeks ago
Do you have a noticeable passion for results?
You're calm and empathetic, especially when results are on the line. Customer-focused and resourceful, you deliver exceptional support by communicating clear, compliant information, coordinating solutions with cross-functional partners, and strengthening providers' trust and patients' confidence at every touchpoint. This blend of skill and service makes you a strong fit for this role at Vanigent.
Summary
We're hiring Customer Service Representatives to join a virtual pharmaceutical sales team focused on building and maintaining strong relationships with healthcare providers and their staff. Responsibilities include calling target offices with client-specific updates and delivering clear, compliant, high-quality support by phone and email.
Day to day, you'll handle product and program inquiries, facilitate orders and samples, provide non-advisory reimbursement guidance, resolve issues, and promptly triage/report Adverse Events (AEs) and Product Quality Complaints (PQCs). You'll document every interaction in the CRM, meet service-level commitments, and rigorously adhere to privacy and industry regulations (e.g., HIPAA).
Essential Functions
- Coordination and Communication: Deliver appropriate and approved information and relevant messaging to target accounts. Coordinate with the sales team, field reimbursement team, and other stakeholders to provide customer support and patient access to therapy.
- Safety & Quality: Identify and capture AEs/PQCs in required format; report within 24 hours to Safety/Quality per SOP; do not provide medical advice; route medical inquiries to Medical Information.
- Education and Ordering: Act as liaison between target offices and client organization – providing them with educational resources, assisting with ordering materials, etc.
- Access and Affordability: Supplying offices with copay cards, coupons, sample request process, etc.
- Reimbursement Program Guidance: Explain program steps, documentation requirements and portal navigation; refer cases to reimbursement specialists as needed.
- Documentation: Log every interaction in CRM with accurate codes, notes, and attachments; ensure 100% completeness and legibility.
- Compliance: Follow HIPAA/PII/PHI safeguards, Good Documentation Practices, REMS requirements (if applicable), brand guidelines, and all client policies.
- Escalations: Triage complex cases to supervisors, Nurse Educators, Medical Information, Market Access, or Field Teams per routing matrix.
Minimum Required Education & Skills
Along with a results-oriented mindset, self-assurance and an engaging manner, the ideal candidate has:
- High school diploma required; Associate's/Bachelor's degree preferred
- 2+ years in customer service/contact center: pharma/biotech/medical experience preferred
- Strong communication and interpersonal skills
- Comfortable working independently in a remote environment
- Proficiency with CRM platforms and virtual communication tools
- Highly organized and detail-oriented; dependable with schedule adherence
- Proficient with Microsoft 365 (Outlook, Excel, Word, PowerPoint, SharePoint, Teams)
- Willingness to work in all time zones if needed
- Complete all company- and job-related training as assigned within required timelines
- Must pass background check and drug screening
WHY VANIGENT
Vanigent is an independent contract sales organization delivering measurable, results-driven outcomes that prioritize the needs of our customers. We are an Atlanta, GA based CSO, with a very seasoned leadership team with broad expertise. We have also successfully executed in the commercial operations and sales execution space and operate with efficiency, flexibility, and solutions focused. Our success is driven by our great people and inclusive/diversified culture, where our primary focus is always to put patients first and pull through our organizational values of Customer-centered solutions, Accountable to our measurable outcomes, Results-oriented and Ethics, Excellence, & Integrity (CARE).
Compensation And Benefits
Competitive base salary and eligibility for an incentive compensation bonus. Competitive benefits package including health, dental, vision, life insurance, 401K and paid time off.
We are also proud to be an affirmative action/equal opportunity employer, committed to diversity, equity, and inclusion that does not discriminate on the basis of age, race, color, religion, gender, gender identity, sexual orientation, national origin, protected veteran status, disability or any other legal protected status.
