Overview
HealthBeacon is a leader in digital health therapeutics with headquarters in Dublin and offices in Richmond, Virginia. We connect people to better health through sustainable, digitally-enabled solutions.
About the Role - As a Customer Care Associate at HealthBeacon you will be responsible for providing exceptional support to our valued customers and patients. You will use a unique combination of empathy, persuasive communication and technical ability to assist patients with our HealthBeacon Injection Care Management System. By demonstrating excellent verbal communication skills, you will guide the patient from enrolment through to using the HB ICMS. Your attention to detail, strong organisational skills and commitment to patient wellbeing will ensure compliance within a regulated environment. You will also support across our software platforms, providing a best-in-class service to all users, including both Clients and HealthCare professionals.
Responsibilities
* Develop a deep understanding of the HealthBeacon Injection Care Management System to address patient queries and provide comprehensive assistance to patients.
* Develop a deep understanding of HealthBeacon’s software platforms to support users in troubleshooting issues and answering queries as required.
* Outreach to patients in line with daily targets to outline the program on offer and onboard the patient onto the program.
* Proactively resolve patients queries in a timely manner. Learn how to troubleshoot problems and provide solutions to issues raised by patients.
* Escalate issues to your line manager and other relevant team members as required.
* Support patient queries through multiple channels including Call, Email, SMS and Chat.
* Work collaboratively with various teams in HealthBeacon including technical support, production and project management.
* Gather all relevant information, document and report adverse events accurately and in line with regulation and compliance.
* Ensure that all standard operating procedures and regulations are followed in line with policy terms.
Qualifications & Skills
* A minimum of 2 years’ experience in customer care (healthcare experience is an advantage).
* Exceptional interpersonal skills and a natural ability to empathise with patients and create positive interactions using strong persuasive, verbal skills.
* Solid technical ability with knowledge of Zendesk or Twilio an advantage.
* An ability to problem solve and demonstrate a solution oriented approach to issues raised by patients, clients and customers.
* A collaborative, team player who also has the ability to work independently.
* Possess a high level of patience, resilience and an ability to empathise with patients.
* Proven experience in pharmacovigilance reporting and regulations - while not essential is an advantage.
* Understanding of data protection procedures and consequences of dealing with confidential information.
* Strong organizational and time management skills to prioritize tasks and meet deadlines.
* Team orientated attitude with an ability to work with various teams in the company.
* Ability to work under own initiative and be proactive in recommending and implementing process improvements.
Seniority level
* Entry level
Employment type
* Full-time
Industries
* Wellness and Fitness Services
Location: Dublin, County Dublin, Ireland
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