Customer Care Vet Technician – Exton, PA','PHR000167','United States-Pennsylvania-Exton','!*!The Veterinary Technician provides customer-centric, value added support to client’s US Commercial Operations through the conveyance of scientific and medical information on PAH products and supporting programs to all call center contacts, while assuring that tracking and reporting of alleged adverse events of client’s products complies with current pharmacovigilance requirements and standards. Accomplishments of these goals must comply with applicable laws, pharmacovigilance requirements and standards, regulations and Client and Touchpoint policies.
For this position, flexible availability is required to include Monday-Friday, 9:30am-6:00pm and 10:30am-7:00pm.
Receive incoming phone calls from internal and external customers, provide technical support and emphasize service/promote positive customer relations with every customer encounter.
Document all product experience reports accurately and according to specified guidelines; determine reportability in accordance to client’s Regulatory guidelines; ensure reporting within regulatory timelines.
Ensure that appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigations, responses to inquiries and complaints, follow-up and the proficient use of the Pharmacovigilance database.
Maintain thorough knowledge of all marketing programs, knowledge of all client products including indications and disease states, and all client Satisfaction Guarantee Programs (offer input on program and process improvements).
Maintain knowledge of VMIPS processes and working practices.
Maintain proficiency with the use of the Pharmacovigilance database.
Maintain familiarity with veterinary clinical operations and terminology to maximize the ability to relate to situations encountered by customers.
Participate in and successfully complete initial and ongoing training and product certification.
Participate in and contribute to team meetings.
Ensure a close and cohesive workflow with VMIPS Product Support Associates and Companion Animal Veterinarians and Livestock Veterinarians.
Remain proficient in Product Support processes that may include training, QA/QC, referral agency reporting, filing, literature fulfillment, CCPRs, Pharmacovigilance database.
Communicate to manager regarding training and educational resource needs.
Communicate with Touchpoint manager, other team members and Touchpoint Client Services on project’s progress, as required.
Model and maintain professionalism and positive impression with client and client’s customers.
Attend team meetings when requested.
Fully comply with all laws, regulations and Publicis Touchpoint Solutions Policies, Code of Conduct, all privacy and data guidelines and relevant state and federal laws and regulations.
Other duties as assigned by the manager.
Education and Experience:
Bachelor’s degree in Animal Science preferred.
Certification in Animal Health Technology or minimum of 5 years clinical experience required.
Prior call center experience preferred.
Experience with pharmacovigilance and/or experience with industry regulatory obligations.
Active Pennsylvania license (in good standing) in animal health technology
Knowledge, Skills and Abilities:
Excellent verbal, written and interpersonal communication skills.
Clear, articulate and grammatically sound speech and professional phone manner.
Strong focus on providing customers with superior support and service.
Ability to learn, understand and communicate complex information over the telephone.
Strong rapport building skills and active listening skills.
Excellent, closing, persuasion and presentation skills.
Ability to display high-levels of initiative, effort and commitment successfully complete projects and assignments.
Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge.
Must be self-motivated and disciplined.
Good organizational and planning skills, strong attention to detail and accuracy.
Ability to work independently and as a team member.
Flexibility and ability to handle multiple tasks simultaneously.
Must be able to deal with people at all levels inside and outside of the company.
Proficiency in data entry applications.
Demonstrated technical aptitude and working proficiency in Microsoft Word, Excel, and Outlook.
Must be able to successfully complete client training and meet training expectations in order to proceed to servicing client’s customers within the parameters of the program.
At Touchpoint, a Publicis Health Company, our vision is to continuously aspire to design, develop, and deliver industry leading healthcare solutions that accelerate patient access to enable the best possible outcomes. Publicis Health and its business units specialize in the sales and promotion of pharmaceutical brands, services, and products through field and inside sales.
When you join Touchpoint, you have the opportunity to work with and learn from leaders in the health care industry. Our commitment to a team-oriented culture and value-based leadership model provides an environment where our employees can work to their full potential. All opportunities with Publicis Health business units offer competitive compensation including a comprehensive medical benefits package, 401-k benefits, and the opportunity to grow with the nation's leader in healthcare sales.
One of our goals is to continuously drive innovation through our people by creating an open, respectful, inclusive and trustworthy work environment. We encourage and support equal employment opportunities for all associates and applicants for employment without regard to race, color, creed, religion, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, citizenship status, marital status, medical condition as defined by applicable state law, genetic information, disability, military service and veteran status, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. We do not condone or tolerate an atmosphere of intimidation or harassment.
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