Medical Team Member - DoD Skillbridge
Merck
Full-time
Remote friendly (West Point, PA)
United States
Medical Affairs
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Role Summary
Medical Team Member - DoD Skillbridge. A customer-facing role within the Customer Service Management team, responsible for managing unsolicited inquiries from Healthcare Providers and supporting multi-channel customer, consumer, and employee engagements related to our products and information requests.
Responsibilities
- Resolve questions and concerns effectively by listening, communicating clearly, and ensuring understanding. Respond to inquiries using knowledge base documents, prescribing information, medication guides, and databases.
- Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquiries.
- Document interactions, recording details of inquiries, complaints, comments, actions taken, including intake of Adverse Events and Product Quality Complaints.
- Ensure delivery of the desired customer experience for all customer/employee engagements.
- May manage development and execution of multi-channel communications, workflow processes, and operating procedures to ensure effective contact center operations and consistent customer experience.
- Collaborate with internal stakeholders to develop and execute changes in processes/procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.
- Manage escalated customer requests to resolution for assigned projects, and assess interactions to continually enhance the customer experience and achieve operational excellence.
Qualifications
- Bachelor’s Degree (BA/BS)
- Healthcare Professional Degree (e.g. RN/BSN)
- Healthcare experience or experience as a pharmaceutical Field Sales Representative
- Scientific Acumen
- Customer service experience
- Strong written and verbal communication
- Ability to summarize clinical trial/scientific information
- Customer-centric focus
- Attention to detail
- Good typing and computer skills
- Ability to understand scientific information contained in Prescribing Information for products
- Must pass certification upon completion of training to demonstrate proficiency in role
Skills
- Project Management
Education
- Bachelor’s Degree (BA/BS)
- Healthcare Professional Degree (e.g. RN/BSN)
Additional Requirements
- None specified beyond the above, travel not explicitly required.