Job Description

Join us on our exciting journey! IQVIA\xe2\x84\xa2 is The Human Data Science Company\xe2\x84\xa2, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

Job Purpose

The Customer Support Representative acts as the first point of contact and responds to all CSR program incoming calls and communications while managing the call queue within quality standards and specifications. Performs outbound calling as it applies to specific CSR program requirements. The CSR delivers a seamless service and support to all end users of the STI Customer Support Solutions technology, products, and programs by leveraging an ability to help patients, pharmacies and physicians.

Duties and Responsibilities

Service Delivery

• Practices within the scope, process and policy frameworks of the programs and the role defined for Customer Support.
• Perform an instrumental function providing telephone, email and web-based support services to patients, pharmacists, physicians, and other health care professionals (HCP).
• Retrieves and acts upon voice messages as per established policy.
• Manages the call queue in accordance with established policy.
• Reports Adverse Events or Adverse Drug Reactions within a 24-hour period or as per the manufacturer\xe2\x80\x99s specifications.
• Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
• Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
• Completes other administrative support activities as required.

Service Excellence and Development

• Respects quality standards and contributes to service excellence.
• Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
• Provides service in a manner that adheres to STI and STI client privacy policies.
• Contributes to maintaining a healthy workplace.
• Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
• Participates in staff orientation and continuing education sessions as required.
• Represents STI Technologies Limited in external activities as appropriate.
• Contributes to team development and always maintains professional conduct.
• Embrace change and thrive on being part of the team\xe2\x80\x99s success through communication, dedication and commitment to the company\xe2\x80\x99s goals.

Qualifications

• Experience providing support in the health care field coupled with a patient assistance, insurance and/or drug reimbursement background.
• Experience, with work experience in pharmacy, patient assistance, specialty pharma and a call center are considered strong assets.
• Fluently bilingual in French and English.
• Familiarity with health insurance and health plan coverage as well as an understanding of pharmacy transactions and claims review.
• Strong computer and telecommunication skills with an advanced ability to establish rapport through telephone contact.
• Advanced knowledge of computer environments and basic computer programs (Excel, Word and Outlook).
• Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
• Able to organize workflow, have high time management skills to meet client and customer deadlines with accurate transaction and process documentation.
• Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
• Capacity to work in a team environment and support co-workers.
• Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.

• Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member.

• Ability and willingness to work rotating shifts. 9-6 Monday to Friday.
• The ability to multitask is vital to this role along with flexibility on support hours.

IQVIA is proud to be an equal opportunity employer and we are committed to creating a diverse and inclusive environment. We do not discriminate on the basis of any applicable prohibited ground of discrimination, including but not limited to race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability. Accommodations for applicants with disabilities are available at all stages of the recruitment process upon request. If you have a physical impairment or a disability that requires an accommodation, we encourage you to disclose this during the recruiting process so that IQVIA can appropriately accommodate you.

Rejoignez-nous dans notre voyage passionnant! IQVIA\xe2\x84\xa2 est The Human Data Science Company\xe2\x84\xa2, ax\xc3\xa9e sur l\'utilisation des donn\xc3\xa9es et de la science pour aider nos clients du secteur de la sant\xc3\xa9 \xc3\xa0 trouver de meilleures solutions pour leurs patients. Issue de la fusion d\'IMS Health et de Quintiles, IQVIA propose une large gamme de solutions qui exploitent les avanc\xc3\xa9es en mati\xc3\xa8re d\'informations, de technologies, d\'analyses et d\'ing\xc3\xa9niosit\xc3\xa9 humaine en mati\xc3\xa8re de sant\xc3\xa9 pour faire avancer les soins de sant\xc3\xa9.

Objectif du poste

Le repr\xc3\xa9sentant du soutien \xc3\xa0 la client\xc3\xa8le (CSR) agit en tant que premier point de contact et r\xc3\xa9pond \xc3\xa0 tous les appels et communications entrants des programmes CSR tout en g\xc3\xa9rant la file d\'attente des appels conform\xc3\xa9ment aux normes et sp\xc3\xa9cifications de qualit\xc3\xa9. Il effectue les appels sortants en fonction des exigences sp\xc3\xa9cifiques des programmes CSR. Le CSR fournit un service et un support transparents \xc3\xa0 tous les utilisateurs finaux de la technologie STI Customer Support Solutions, des produits et des programmes en exploitant leur capacit\xc3\xa9 d\'aider les patients, les pharmacies et les m\xc3\xa9decins.

Fonctions et responsabilit\xc3\xa9s

Service de livraison

• Pratiques dans le cadre de la port\xc3\xa9e, des processus et des politiques des programmes et du r\xc3\xb4le d\xc3\xa9fini pour le soutien \xc3\xa0 la client\xc3\xa8le.

• Ex\xc3\xa9cute une fonction instrumentale en fournissant des services de soutien par t\xc3\xa9l\xc3\xa9phone, courriel et sur l\xe2\x80\x99internet aux patients, pharmaciens, m\xc3\xa9decins et autres professionnels de la sant\xc3\xa9 (HCP).

• R\xc3\xa9cup\xc3\xa8re et agit sur les messages de boite vocale selon la politique \xc3\xa9tablie.

• G\xc3\xa8re la file d\'attente des appels conform\xc3\xa9ment \xc3\xa0 la politique \xc3\xa9tablie.

• Signale les \xc3\xa9v\xc3\xa9nements ind\xc3\xa9sirables ou les r\xc3\xa9actions ind\xc3\xa9sirables aux m\xc3\xa9dicaments dans un d\xc3\xa9lai de 24 heures ou conform\xc3\xa9ment aux sp\xc3\xa9cifications du fabricant.

• Identifie le besoin de soutien compatissant, de transition et de quote-part selon la port\xc3\xa9e du programme et prend des dispositions en cons\xc3\xa9quence pour tous.

• Communication directe avec les fabricants pharmaceutiques concernant des cas exceptionnels au-del\xc3\xa0 des autorisations pr\xc3\xa9d\xc3\xa9termin\xc3\xa9es et des normes n\xc3\xa9cessitant un soutien.

• Effectue d\'autres activit\xc3\xa9s de soutien administratif au besoin.

Excellence du service et d\xc3\xa9veloppement

• Respecte les normes de qualit\xc3\xa9 et contribue \xc3\xa0 l\'excellence du service.

• Met en \xc5\x93uvre les principes d\'am\xc3\xa9lioration continue de la qualit\xc3\xa9 en servant les appelants de mani\xc3\xa8re respectueuse, courtoise, confidentielle et attentionn\xc3\xa9e.

• Fournit un service d\'une mani\xc3\xa8re qui respecte les politiques de confidentialit\xc3\xa9 de STI et des clients de STI.

• Contribue au maintien d\'un milieu de travail sain.

• Participe et am\xc3\xa9liore le fonctionnement de l\'unit\xc3\xa9 gr\xc3\xa2ce \xc3\xa0 la participation aux r\xc3\xa9unions d\'\xc3\xa9quipe, \xc3\xa0 une communication efficace au sein de l\'\xc3\xa9quipe, au soutien des changements visant \xc3\xa0 am\xc3\xa9liorer le service et le moral et contribue aux discussions de travail.

• Participe aux s\xc3\xa9ances d\'orientation et de formation continue du personnel, au besoin.

• Repr\xc3\xa9sente STI Technologies Limited dans les activit\xc3\xa9s externes, le cas \xc3\xa9ch\xc3\xa9ant.

• Contribue au d\xc3\xa9veloppement de l\'\xc3\xa9quipe et maintient toujours une conduite professionnelle.

• Adopte le changement et prosp\xc3\xa8re en faisant partie du succ\xc3\xa8s de l\'\xc3\xa9quipe gr\xc3\xa2ce \xc3\xa0 la communication, au d\xc3\xa9vouement et \xc3\xa0 l\'engagement envers les objectifs de l\'entreprise.

Qualifications

• Exp\xc3\xa9rience dans la prestation de soutien dans le domaine de la sant\xc3\xa9 coupl\xc3\xa9e \xc3\xa0 l\xe2\x80\x99exp\xc3\xa9rience pour le support aux patients, en assurance et/ou en remboursement de m\xc3\xa9dicaments.

• L\'exp\xc3\xa9rience, avec une exp\xc3\xa9rience de travail en pharmacie, en assistance aux patients, en pharmacie sp\xc3\xa9cialis\xc3\xa9e et en travaillant dans un centre d\'appels sont consid\xc3\xa9r\xc3\xa9es comme de solides atouts.

• Parfaitement bilingue en fran\xc3\xa7ais et en anglais.

• Familiarit\xc3\xa9 avec l\'assurance maladie et la couverture des plan de sant\xc3\xa9 ainsi qu\'une compr\xc3\xa9hension des transactions pharmaceutiques et de la revue des r\xc3\xa9clamations.

• Solides comp\xc3\xa9tences en informatique et en t\xc3\xa9l\xc3\xa9communications avec une capacit\xc3\xa9 avanc\xc3\xa9e \xc3\xa0 \xc3\xa9tablir des relations par contact t\xc3\xa9l\xc3\xa9phonique.

• Connaissance avanc\xc3\xa9e des environnements informatiques et des programmes informatiques de base (Excel, Word et Outlook).

• Solides comp\xc3\xa9tences en communication, excellente \xc3\xa9tiquette au t\xc3\xa9l\xc3\xa9phone, sens aigu de la pr\xc3\xa9cision et capacit\xc3\xa9 d\'\xc3\xa9valuer et de r\xc3\xa9pondre rapidement \xc3\xa0 un \xc3\xa9ventail de demandes de renseignements; capacit\xc3\xa9 \xc3\xa0 aborder un volume \xc3\xa9lev\xc3\xa9 de demandes avec une attitude positive et une capacit\xc3\xa9 \xc3\xa0 r\xc3\xa9soudre le probl\xc3\xa8me en question.

• Capable d\'organiser le flux de travail, avoir des comp\xc3\xa9tences \xc3\xa9lev\xc3\xa9es en gestion du temps pour respecter les d\xc3\xa9lais des clients avec une documentation pr\xc3\xa9cise des transactions et des processus.

• Poss\xc3\xa9der une forte capacit\xc3\xa9 \xc3\xa0 coordonner divers services aux patients en temps opportun r\xc3\xa9sultant en un acc\xc3\xa8s rapide et continu \xc3\xa0 la th\xc3\xa9rapie.

• Capacit\xc3\xa9 \xc3\xa0 travailler en \xc3\xa9quipe et \xc3\xa0 soutenir ses coll\xc3\xa8gues.

• Capacit\xc3\xa9 \xc3\xa0 identifier les opportunit\xc3\xa9s d\'am\xc3\xa9lioration personnelle, d\'\xc3\xa9quipe et de service et \xc3\xa0 recommander des solutions r\xc3\xa9alisables.

• Volont\xc3\xa9 de chercher des occasions de faire progresser le perfectionnement professionnel, comme faire du b\xc3\xa9n\xc3\xa9volat pour des projets sp\xc3\xa9ciaux ou participer en tant que membre d\'un comit\xc3\xa9.

• Capacit\xc3\xa9 et volont\xc3\xa9 de travailler par quarts rotatifs. 9-6 du lundi au vendredi.

• La capacit\xc3\xa9 d\'effectuer plusieurs t\xc3\xa2ches \xc3\xa0 la fois est essentielle pour ce r\xc3\xb4le, ainsi que la flexibilit\xc3\xa9 des heures de soutien.

IQVIA est fi\xc3\xa8re d\'\xc3\xaatre un employeur offrant l\'\xc3\xa9galit\xc3\xa9 des chances et nous nous engageons \xc3\xa0 cr\xc3\xa9er un environnement diversifi\xc3\xa9 et inclusif. Nous ne pratiquons aucune discrimination fond\xc3\xa9e sur la base de tout motif de discrimination interdit applicable, y compris, mais sans s\'y limiter, la race, la religion, la couleur, l\'origine nationale, le sexe, l\'orientation sexuelle, l\'\xc3\xa2ge, l\'\xc3\xa9tat civil ou le handicap. Des accommodements pour les candidats avec un handicap sont disponibles \xc3\xa0 toutes les \xc3\xa9tapes du processus de recrutement, sur demande. Si vous souffrez d\'une d\xc3\xa9ficience ou d\xe2\x80\x99un handicap physique n\xc3\xa9cessitant un accommodement, nous vous encourageons \xc3\xa0 le divulguer lors du processus de recrutement afin qu\'IQVIA puisse vous accommoder de mani\xc3\xa8re appropri\xc3\xa9e.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible \xe2\x80\x93 to help our customers create a healthier world. Learn more at

IQVIA