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Patient Resource Specialist
Ref No.: 17-15826
Location: South San Francisco, California
Job Title: Patient Resource Specialist
Job Company: Major BioPharma
Job Location: SSF, CA 94080
Job Duration: 1 year contract! (2 openings)

Job Description:

The Patient Resource Center (PRC) is an extremely busy department answering 10 phone lines and receives domestic and international calls made through 1 (877) GENENTECH (436-3683). The PRC is usually the first interaction that a caller has of the company and good impressions matter! There are 19 people in the PRC and it is a fast growing department! Training will be provided and the team is highly collaborative. Everyday is a different day! You never know who is calling on the other line and it is the goal of the Patient Resource Specialist to make every customer call a positive and pleasant experience.
  • Provide customer contact for all home office communications on non-clinical phone lines. Resolves caller's inquiries by assisting, escalating or locating an appropriate resource via phone, using a telephone headset to answer calls, and simultaneously using a computer/computer keyboard to enter case information.
  • Also provides contact via email or other written channels.
  • Provides feedback and recommendations for continuous improvements in call handling and service quality processes for the COMPANY Patient Resource Center, which can impact the corporate image of COMPANY.
  • Participates in service quality, customer satisfaction, systems and procedures training. Contributes ideas and experience to continuously improve internal systems and procedures.
  • Uses word processing software to enter, format, and deliver text material. Provides traditional administrative functions (e.g. filing, documents fulfillments, email correspondence, mail handling)
  • Interacts primarily with (but not limited to) external callers and internally with COMPANY partners Product Drug Safety, Quality Assurance, Medical Communications, Customer Service and Corporate Reception and Corporate Relations.

Desired Skills:
This position requires attention to detail, strong multi-tasking ability, organizational skills, accuracy of data entry and proficiency with various departmental computer applications (SFDC-Case Management, Epiphany, Epsilon,, IRT, MedWatch forms), outstanding customer service skills (including ability to handle high volume of escalated calls from various parts of the organization) and effective time management, which all have a direct impact on COMPANY business and customer satisfaction

BA or BS degree required. Experience preferred. Must have strong customer service skills.