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Customer Support Rep (French Bilingual) (R1066308) in Halifax, CA at IQVIA™

Date Posted: 5/10/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Halifax, CA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    5/10/2019
  • Job ID:
    R1066308

Job Description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

Job title: Customer Support Representative

Reports to: Manager, Patient Support

Job purpose

In a contact center-based capacity, the Customer Support Representative (CSR) acts as a central resource on incoming calls and communications within quality standards and specifications for STI program end-users (health care practitioners, patients, etc.). Performs outbound calling or e-communication with end-users as needed to resolve open cases. Combined with internal training, the CSR delivers a seamless service and support on STI programs by leveraging strong customer service skills and a general understanding of drug coverage in Canada.

Duties and responsibilities

Service Delivery

  • Practices within the scope, process and policy frameworks of the organization according to the service delivery model within our Customer Support team.
  • Retrieves and acts upon voice messages and inbound e-communications as per established policy.
  • In concert with team members, manages the call queue in accordance with established policy.
  • Identifies and reports Adverse Events or Adverse Drug Reactions within as per our clients’ specifications.
  • Troubleshoots questions and handling issues from end-users of STI programs.

Service Excellence and Development

  • Respects quality standards and contributes to service excellence.
  • Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
  • Provides service in a manner that adheres to STI and STI client privacy policies.
  • Contributes to maintaining a healthy workplace.
  • Participates in and enhances unit function through team meeting attendance, effective team communication,
  • Participates in staff orientation and continuing education sessions as required.
  • Represents STI Technologies Limited in external activities as appropriate. 
  • Contributes to team development and maintains professional conduct at all times.
  • Embrace change and thrive on being part of the team’s success through communication, dedication and commitment to the company’s goals.

Qualifications

  • University degree  or equivalent experience providing support in the health care field or patient assistance, health insurance and/or drug reimbursement background.


  • Fluently bilingual in French and English.

  • Knowledge of Canadian drug reimbursement landscape considered an asset
  • Knowledge of computer environments and basic computer programs (Excel, Word and Outlook).  
  • Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to manage ambiguity with a view to issue resolution
  • Capacity to work in a team environment and support co-workers.
  • Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
  • Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member.


  • Ability and willingness to work rotating shifts, 9am-6:30pm AST, Monday to Friday.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™.

#LI-RH1

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™



Job ID: R1066308