Contact Center Analyst
Lisbon, Portugal
Home-based/Remote

Job Overview

The Contact Center Analyst will support several studies/programs such as Medical information inquiries, supporting pregnancy registries, collecting patient reported outcomes (PROs) over the phone. The Contact Center Analyst will be the primary contact for patients and HCPs participating in a study. As a Contact Center Analyst, they will facilitate completion of protocol specific tasks remotely using the telephone, email, fax and various portals.

Some of the duties include (but are not limited to):

• Providing information and follow up to incoming calls and emails per project direction.
• Administering informed consent verbally or online.
• Following up with patients and or HCPs per protocol.
• Collecting and entering data in the study electronic data capture system (EDC) per protocol.
• Recognizing and escalating any AE/SAE according to protocol.
• Resolving any data queries.
• Maintaining investigator site file as necessary.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Education & experience:

• College certificate or equivalent experience (12 years of studies);
• Previous experience in a BPO with technology support or clinical a plus;
• Knowledge of Pharma industry is a plus;

Mandatory skills:

• English - Professional proficiency;
• Fluent in Spanish - Mandatory;
• Windows Operating System;
• Microsoft Office;

Mandatory Competence:

• Strong Communication Skills;
• Customer service experience;
• Problem solving skills;
• Ability to think logically;
• Ability to work under pressure;
• Team player;
• Ability to learn quickly;
• Empathy;
• Thorough;
• Methodical

If you're not a EU citizen you must have a resident visa or a permanent visa.

Why Join?

Those who join us become part of a recognized global leader still willing to challenge the status quo to improve patient care. You will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry.

You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries.

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.

It's an exciting time to join and reimagine what's possible in healthcare.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com