Job Description

LEADING PHARMACEUTICAL COMPANY NEEDS HEALTHCARE CALL CENTER REPRESENTATIVES IMMEDIATELY.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide a high standard of service for all inbound and outbound calls to customers • Provide technical support to callers • Ensure cases are accurately documented in the system and updated in a timely manner • Provide accurate, polite, and prompt assistance • Appropriately transfer calls within and outside the Bristol-Myers Squibb environment as appropriate • Manage all cases requiring follow-up, including measuring member satisfaction • Continuously evaluate and seek opportunities to drive process improvements and exemplary customer service • Perform other duties as assigned in a positive and professional manner

CALL CENTER REPRESENTATIVES WILL SUPPORT THE DIGITAL HEALTH PROGRAM IN THREE MAIN AREAS:

1. Software support - Representatives will be experts in the platform (iOS and Android) application and be able to walk callers through all functionality. Additionally, representatives will respond to inquiries from patients, healthcare professionals and care team members.

2. Hardware support – Call Center representatives will be responsible for triaging hardware inquiries (e.g., lost device, broken device, porting of data) with the appropriate partners.

3. General inquiries – Representatives will respond to general inquiries regarding the digital health program, including consent and data privacy questions, questions regarding how to enroll, and how to opt out of the program. Responses to these inquiries will largely be scripted. To aid in these responsibilities, Call Center representatives should be able to: • Appropriately categorize and triage callers and issues into the Call Center • Ensure cases are accurately documented in an online system and updated in a timely manner • Quickly and accurately raises support issues as necessary (e.g., create online ticket to raise software issues) • Appropriately transfer calls to in-network Call Centers (e.g., Celgene Patient Support) as necessary Qualifications and Competencies:

4. High school diploma/GED equivalent is required; Associates degree is highly preferred

5. Minimum of one-year customer service experience working in a fast-paced, ever-changing call center environment, preferably in healthcare

6. Proficient in computer skills including Microsoft Office applications (Outlook, Excel, Word, and PowerPoint)

7. Experience with Apple products, including iPhone, iOS operating system, and iPad

8. Excellent verbal and written communication skills; bilingual skills preferred

9. Ability to work in a team environment to accomplish common goals

10. Reliable and dependable in performing job-related tasks as well as working scheduled shift

11. Strong work ethics and confidentiality

12. Demonstrated attention to detail

13. Able to work flexible schedules including nights