Fixed-Term Coordinating Center Associate

Coordinating Center Associate - Customer Service Support

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.

Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity. If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!

Please, note that this opportunity will be fixed-term, with potential of transitioning to a regular/permanent opportunity.

Location: Remote, US
Training: 8:00 AM-4:30 PM EST (3 to 6 weeks long)
Primary shifts: 8:00 AM–4:30 PM EST or 9:00 AM–5:30 PM EST (rotating)
Evening shifts: 10:00 AM–7:00 PM EST or 11:00 AM–8:00 PM EST, scheduled 1–5 times per month.Schedule is provided a month in advance.

Brief Description: Provide consistent customer service support to all stakeholders for the assigned program(s)

Specific Job Duties:

- Handle inbound and outbound contacts from various sources (patients, healthcare providers, etc.) related to a specific and/or multiple UBC programs, as applicable.

- Provide consistent customer service support to all stakeholders for the assigned program(s).

- Working knowledge of program guidelines, medication, or disease being referenced in call scripts.

- Conduct communication through various channels (phone, fax, email) to retrieve data or to address discrepancies in data received.

- Complete full follow-up with regards to missing information from stakeholders, including data entry process, as applicable, documentation, and safety reporting per program guidelines.

- Apply corrections and/or updates in the secured program applications and/or CTMS and appropriate documents, which have been identified through data verification or follow-up calls.

- Escalate potential problems or issues that require management’s immediate attention and provide a summary with appropriate detail to his/her direct supervisor.

- Document all communications in the appropriate application contact log in an accurate, concise, and timely manner as defined in the Standard Operating Procedures and/or Project Specific Procedures.

- When applicable, may assist in the process to recruit or initiate sites and coordinate launch activities.

- Ensure all assigned project tasks are completed.

- Provide new and/or updated training materials as needed.

- Responsible for ensuring all program compliance duties (including re-education of stakeholders, documentation of non-compliant event, review of alerts/reminders, and healthcare provider follow-up) are completed.

- When applicable, may be responsible for preparation of program compliance materials for client meetings.

- When applicable, may be responsible for preparation and shipping of program materials and documenting action within the appropriate application/s.

- When applicable, may be responsible for processing honorarium.

- Review documents for program standards and take appropriate action.

- Ensure data entry, filing, and data confirmation are completed accurately and in a timely manner, as applicable.

- Other duties as assigned by the Program Manager, Associate Program Manager, Associate Manager, Coordinating Center, and/or Senior Manager, Coordinating Center and as determined by UBC SOPs.

Required Skills and Qualifications:

- High School Graduate; some college preferred

- 3+ years of relevant experience

- Customer service experience preferred

- Proficient in multitasking and ability to prioritize tasks

- Proficiency with personal computers includi