JOB SUMMARY

The Customer Service Specialist, under the direction of the immediate Supervisor, will be responsible for managing inbound and occasionally outbound calls. They will be a caring and results oriented individual who is able to interact with potential and existing clients, families, and prescribers, as it relates to PSS programs and Services. They may also contribute to other activities as necessary to support the Patient Support Services Team.

DUTIES AND RESPONSIBILITIES

Duties and Responsibilities of the Customer Service Specialist include (but are not limited to):

·         Respond to callers looking for information about services provided by BSRx and Patient Support Services

·         Understand callers needs and provide direction as to the appropriate Bayshore offering 

·         Providing effective and efficient service over the telephone

·         Educate prospective Patients, Prescribers, and clinics about BSRx Services

·         Assist with production of daily reports as required

·         Support outbound calls for the PSS Programs when required

·         Provide information to patients, prescribers and other HCPs as needed concerning the status of Reimbursements, visit scheduling or any other information necessary concerning their Bayshore Services

·         Assist with administrative duties as necessary

·         Support internal/external audit process

·         Escalate calls as necessary based on defined process

·         Manage flow of information

·         Must be able to identify and report adverse events to Health Canada (if applicable) and enter into source system.

·         Report and document adverse events as per pharmacovigilance requirements.

·         Participate in ongoing internal and/or external continuing education activities.

·         Adhere to Bayshore Policies and Procedures.

·         Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project.

·         Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns.

·         Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.

·         Complete other tasks as requested. 

·         Employee will report and document Adverse Events and Product Complaints as per Pharmacovigilance requirement training that is appropriate to their hired role.  This training will be required at time of hire and annually. With this knowledge the employee will perform the work as required by their assigned function and will be provided with regular updates as required.

QUALIFICATIONS

·         Experience within a call centre/customer service environment

·         Experience with use of computers within a Windows environment

·         Have excellent Customer Service skills (empathetic, problem solver, active listener, patient, tenacious, adaptable, resourceful, positive attitude)

·         Experience within a healthcare environment

·         Ability to work under pressure

·         Ability to work independently within a team environment

·         Excellent interpersonal and communication skills

·         Fluent in English and French (written & oral)

·         Additional languages a definite asset