Patient Support Specialist

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Updated: November 17, 2022
Location: Houston, TX, United States
Job ID: 145502

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You’re driven, resourceful, and above all else - remarkably smart.

You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it – you’ve got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you’re known for your good nature. You’ll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door.


The REMS Engagement Center Agent is responsible for processing stakeholder enrollment forms and patient monitoring forms as well as handling inbound and outbound communication in accordance with Syneos Health and the REMS Program requirements. The Agent will be responsible for triaging adverse events and product complaints utilizing as well as entering accurate data into the applicable program applications. 

In this exciting opportunity, you are a great fit if you can….

  • Complete follow-up for missing/updated information from stakeholders (patients, healthcare providers, pharmacies, etc.), including data entry processing, documentation, and safety reporting per program guidelines.
  • Ensure document/data processing, data corrections and all communication are documented accurately, concisely and in a timely manner.
  • Maintain a working knowledge of program guidelines, product or disease state for the assigned program(s).
  • Conduct pre and post call analysis of calls.
  • Answer incoming calls in professional manner following client guidelines and business rules
  • Perform outgoing calls in professional manner following client guidelines. Identify any areas that are potentially troublesome and follow up with the stakeholder to ensure that issue is resolved.
  • Manage calls in a personal, systematic and organized manner
  • Respond to stakeholder inquiries and provide education or information.
  • Identify and escalate priority issues or suspected noncompliance event to assigned manager
  • Focus and provide exemplary customer service
  • Able to troubleshoot IT/ technical inquiries.
  • Participate in program specific training and other development programs
  • Help to maintain required project documents.
  • Perform other duties as assigned

Job Requirements

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to apply anyway. At times, we take into consideration transferrable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities. Along with a results-oriented mindset, self-assurance and an engaging manner, the ideal candidate has: 
  • Bachelor’s Degree highly preferred or 1+ year of healthcare call center experience
  • 1+ years recent pharmaceutical or healthcare industry experience- eg. Medical Assistant, Nurse’s Aide, EMT, health insurance company etc. is highly preferred
  • Solid written and verbal communication skills and listening skills
  • Efficient computer and data entry skills; ability to learn new systems and programs quickly
  • Excellent attention to detail
  • Ability to prioritize and reprioritize workload depending program needs.
  • Must be able to type 40 WPM

Preferred Skills

  • 1+ year in pharmaceutical or healthcare call center with Risk Evaluation and Mitigation Strategy (REMS) experience highly preferred

Interviews may be conducted in person at an on-site interview location. For any in person interviews, local COVID-19 safety guidelines will be followed.

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, each day brings an opportunity to take ownership of a new challenge. Teaming with some of the most talented clinicians in the industry, you'll improve patient outcomes and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients. By joining Syneos Health, you’ll be connected to our multitude of career paths and pipeline of employment opportunities.


WORK HERE MATTERS EVERYWHERE | How will you accelerate improving patient outcomes?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

As a healthcare company we have an important responsibility to protect individual and public health. Except in those locations where state or local law impacts this vaccination requirement, this position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities unless an exemption can be confirmed based on a medical condition, sincerely-held religious belief, or other reasons recognized by applicable law. Submission and approval of an exemption request does not necessarily guarantee that an accommodation can be provided for any specific job.

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