Pharmaceutical Call Center Representative

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Updated: April 26, 2019
Location: Somerset, NJ, United States
Job ID: 3670

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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.

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Created through the merger of two industry leading companies - INC Research and inVentiv Health - we bring together more than 23,000 clinical and commercial minds to create better, smarter, faster ways to get biopharmaceutical therapies to patients. Teaming with some of the most talented professionals in the industry, you'll gain exposure and work in a dynamic environment where you'll be supported with comprehensive resources including emerging technologies, data, science and knowledge sharing. Grow your career with a global company committed to shortening the distance from lab to life. 

Here, there’s no shortage of challenging work, learning and opportunities. Because we offer many services to varied clients, our knowledgeable professionals gain experience across a large section of the industry. Our client roster consists of more than 550 leading Pharmaceutical, Biotech, Life Sciences and Healthcare payer companies and all 50 of the largest global biopharmaceutical companies.



This opportunity is with our Selling Solutions Commercial Division, which partners with top tier pharmaceutical, medical device and biotechnology companies to provide better, smarter, faster solutions for the industry. Take part in leading the transformation of healthcare by joining the largest provider of outsourced commercial solutions to the healthcare industry.
Under moderate supervision, the Pharmaceutical Call Center Representative is responsible for providing inbound and outbound customer support in a pharmaceutical call center environment.  Duties include but are not limited to: answering numerous inbound phone lines, email communications, outbound follow-up calls, troubleshooting and problem solving. This is an internal temporary position that will run through the end of 2019.

Key Job Responsibilities:

  • Achieve contract performance goals and objectives as established in the client agreement
  • Learn and utilize knowledge of Betaseron and the MS patient journey
  • Handle incoming calls and ensure the right level of service is provided by appropriate party (BETA Nurse, clinical, finance)
  • Develop a daily/weekly call schedule to insure efficient and comprehensive coverage of territory
  • Follow up on next steps for key customers to ensure that customer goals are met to ensure the right vendors are receiving the right information to complete fulfillment of the patient's needs
  • Pre and post call analysis of calls
  • Participate in training and development programs
  • Help to maintain required project documentation
  • Respond to customer inquiries
  • Handle and resolve customer complaints
  • Provide customers with product and service information
  • Identify and escalate priority issues
  • Perform other duties as assigned

Job Requirements

Along with demonstrated initiative, uncompromised integrity and a results-oriented mindset, the ideal candidate has:


  • BA/BS Degree is a must

Required Skills:

  • Experience in high-pressure and fast paced environment; ability to multi-task
  • Prior work experience within medical/healthcare environment (medical office, hospital, etc.)
  • Solid judgment of knowing when to handle situations themselves and when to triage to another resource within the program
  • Excellent and persuasive communication skills, both oral and written
  • Powerful customer focus
  • Computer savvy - Windows environment, Word and Excel proficient; picks up on new technology quickly
  • Ability to function effectively in a team environment
  • Willingness to commit to one year temporary assignment - work hours are 11:30am to 8pm, Mon - Fri
  • The drive for self-development, the ability to collaborate, and an action-oriented work ethic
Preferred Skills:
  • One or more years call center experience required, pharmaceutical industry preferred
  • Experience in a regulated environment and/or one which required following detailed processes

Make your work matter everywhere. Be a driving force in a rapidly evolving healthcare industry.

Syneos Health is an affirmative action/equal opportunity employer (Minorities/Females/Vet/Disabled) 

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