Posted to MedZilla on 8/21/2017

Touchpoint Solutions

US-PA, Customer Care Veterinary Technician - Exton, PA tou013730-MZ


Customer Care Veterinary Technician for Animal Health

Publicis Touchpoint Solutions is seeking individuals with a passion for Animal Health to join our team as a Veterinarian Technician.  The Veterinarian Tech will provide customer centric, value added support to US Commercial Operations through the conveyance of scientific and medical information on Zoetis products and supporting programs to all call center contacts as well as assuring that tracking and reporting of alleged adverse events of Zoetis Animal Health products complies with current pharmacovigilance requirements and standards. 

Essential Duties / Responsibilities:
  • Receive incoming phone calls from internal and external customers, provide technical support and emphasize service/promote positive customer relations with every customer encounter. 
  • Document all product experience reports accurately and according to specified guidelines; determine reportability in accordance to client's Regulatory guidelines; ensure reporting within regulatory timelines. 
  • Ensure that appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigations, responses to inquiries and complaints, follow-up and the proficient use of the Pharmacovigilance database. 
  • Maintain thorough knowledge of all marketing programs, knowledge of all client products including indications and disease states, and all client Satisfaction Guarantee Programs (offer input on program and process improvements). 
  • Maintain knowledge of VMIPS processes and working practices. 
  • Maintain proficiency with the use of the Pharmacovigilance database. 
  • Maintain familiarity with veterinary clinical operations and terminology to maximize the ability to relate to situations encountered by customers. 
  • Participate in and successfully complete initial and ongoing training and product certification. 
  • Participate in and contribute to team meetings. 
  • Ensure a close and cohesive workflow with VMIPS Product Support Associates and Companion Animal Veterinarians and Livestock Veterinarians. 
  • Remain proficient in Product Support processes that may include training, QA/QC, referral agency reporting, filing, literature fulfillment, CCPRs, Pharmacovigilance database. 
  • Communicate to manager regarding training and educational resource needs. 
  • Communicate with Touchpoint manager, other team members and Touchpoint Client Services on project's progress, as required. 
  • Model and maintain professionalism and positive impression with client and client's customers.
  • Attend team meetings when requested. 
  • Fully comply with all laws, regulations and Publicis Touchpoint Solutions Policies, Code of Conduct, all privacy and data guidelines, relevant state and federal laws and regulations. 
  • Other duties as assigned by the manager. 
Education / Experience:
  • Bachelor's degree preferably in Animal Science or science discipline or certification in Animal Health Technology.
  • 5+ years of clinical, industry, or academic experience. 
  • Prior call center experience. 
  • Experience with pharmacovigilance and/or experience with industry regulatory obligations. 
  • Active Pennsylvania license (in good standing) in animal health technology. 
Publicis Touchpoint Solutions (Touchpoint) designs and implements customized, cross-channel, healthcare sales, service, and communications teams to achieve our clients' goals.  From in-field to inside and from promotional to clinical, our centers-of-excellence include field sales and service, live video detailing, inside credentialed sales specialists, inside sales and service, clinical health educators, and medical science liaisons.  Touchpoint provides the human touch to precision cross-channel messaging delivered at the right time and through the right channels to achieve maximum impact. 

We offer a competitive hourly salary and benefits. 

We appreciate your interest in our company, however; only qualified candidates will be contacted. 

We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Publicis Touchpoint Solutions maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Publicis Touchpoint Solutions has facilities. EOE Minorities/Females/Protected Veterans/Disabled.

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