Posted to MedZilla on 11/4/2019

Touchpoint Solutions

US-NJ, Customer Care Specialist East Hanover, NJ tou014930-MZ


Exciting opportunity to join Amblity Health, in Partnership with Novartis Pharmaceuticals as a Customer Care Specialist.


We are currently seeking passionate, highly motivated, experienced individuals with a demonstrated track record of success in a contact center environment. Novartis Customer Interaction Center (CIC) supports inbound Healthcare Service programs across a multitude of marketing campaigns, disease states, and projects. The customer care role offers support to inbound inquiries across several channels to include telephone, email, postal mail, and fax.


These positions are located in East Hanover, NJ.


Role Description - Customer Care Specialist

Customer Care handles inbound, unsolicited customer calls from Consumer and Healthcare Professionals for inquiries such as product questions, adverse events, sample requests, etc.  The Customer Care Specialist is responsible for handling inbound customer inquiries, including identification and processing of Adverse Events and Technical Complaints


Essential duties and responsibilities include but are not limited to the following:

  • Provides customer service support in handling all patient inquiries through phone, eMail, direct mail and other channels

  • Maintain excellent quality standards, adhere to approved materials and guidelines

  • Accurately collect information required by individual programs and correctly capture in specific program databases

  • Answer product questions from customers according to company policy utilizing approved FAQs and discussion guides

  • Exhibit effective communication and tele-management skills. Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed

  • Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with Novartis Working Practice Documents (WPDs)

  • Demonstrate adherence to all Privacy/Security procedures as outlined in applicable WPDs

  • Adhere to all company policies and Standard Operating and Working Procedures

  • Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed

  • Identifying and triaging customer escalations through resolution, including collaboration with other functions to ensure compliant solution


Requirements for the position:


  • BA/BS degree or relevant work experience

  • Customer service-related experience

  • Expert level typist


Other Requirements:

  • Minimum at-home requirement of High Speed Cable Internet or Fiber Optic Cable to ensure ability to work remotely from home as required by business need

  • This is a full time opportunity at 40-hours a week.  Must be able to work Monday-Friday 8:15am-5:15pm.



A true partner to global healthcare companies, Amplity Health builds transformational solutions by challenging boundaries and the status quo. Amplity Health has the expertise, infrastructure, and insights to help clients overcome any healthcare commercialization hurdle. With wide-ranging capabilities such as patient identification solutions, multichannel messaging, inside sales and service resourcing, field sales, campaign planning and execution, and more, we have what it takes to maximize commercialization efforts and set strategies up for success.


Partnership.  Amplified.



When you join Amplity Health, you have the opportunity to work with and learn from leaders in the health care industry.  Our commitment to a team-oriented culture and value-based leadership model provides an environment where our employees can work to their full potential.  All opportunities with offer competitive compensation including a comprehensive medical benefits package, 401-k benefits, and the opportunity to grow with us.

A goal of ours is to continuously drive innovation through our people by creating an open, respectful, inclusive and trustworthy work environment.  We encourage and support equal employment opportunities for all associates and applicants for employment without regard to race, color, creed, religion, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, citizenship status, marital status, medical condition as defined by applicable state law, genetic information, disability, military service and veteran status, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.  Employment decisions are evaluated based on an individual's skills, knowledge, abilities, job performance and other qualifications. We do not condone or tolerate an atmosphere of intimidation or harassment.



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