Coordinating Center Associate

 

Job Title: Coordinating Center Associate

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.

Supervisory Responsibilities: None

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 including Microsoft Office
• Excellent written and verbal communication skills
• Ability to work on complex programs or multiple programs at the same time requiring critical thought processing
• Ability to adapt in a dynamic work environment
• Ability to maintain accurate information and make decisions with minimal supervision
• Ability to work a flexible schedule that could include 24/7 on call coverage shifts

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday

Work Location: Remote

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