Clinical Phone Support Specialist

Qualified Medical Technologist / Lab Technicians will be responsible for providing phone support during non business hours, weekends and holidays to patients/ healthcare personal on medical device product.

This Clinical Phone Support Specialist role allows you to utilize your experience in a way that does not involve patient care. Depending on your current schedule, this type of role can work in conjunction with your current position. Additionally, you will receive exposure to the medical device industry with the potential for long-term career growth in the field.

This role is a remote position that will require access to internet and availability to work non-business hours.

Responsibilities:

• Provides customers with service and product troubleshooting via telephone and email. Troubleshooting includes Clinical Diagnostics 

• Provides documentation of calls in CRM system; escalates issues requiring further investigation.

• Performs technical and application support needed for after-hours on weekdays, weekends, and holidays

• Participate in 12 weeks training curriculum

• Flexible and able to handle multiple tasks. 

• Strong verbal and written communication skills. 

• Iqvia Consultants will be tasked with replying to inbound customer calls within 30 minutes of being notified 98% of the time. In the event Iqvia Consultants are unable to respond to customers within the 30-minute window, Iqvia will communicate this feedback to the client as soon as possible. 

• Be available during non-business hours (5:00pm-5:00am), Weekend Coverage (5:00pm Friday - 5:00am Monday), Saturday (5:00am - 1:00pm)

Benefits:

In addition to working with a company that strives to provide employee growth and opportunity, employees have the opportunity to:

• Develop strong leadership skills and interact with peers in the healthcare setting without patient care responsibilities

• Be at the forefront of cutting edge medical device technology

• Gain professional growth and exposure to medical device industry

• Access to continuing education via Iqvia Learning Center

Job Requirements:

• 3-5+ years of related lab experience required

• Strong experience in RT-PCR preferred but not required

• Virology experience helpful

• Med Tech / clinical lab technician background helpful

• Ability to troubleshoot Laboratory Information Systems interfaces and to network computers is helpful

• Cytology experience helpful

• Leadership experience is a plus

• Strong communication skills both verbal and written

• Duties may require compliance with client requirements that all those performing services on-site be fully vaccinated​

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role is 30 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.