Fixed-Term Coordinating Center Associate

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.

Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity. If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! 

Please, note that this opportunity will be fixed-term, with potential of transitioning to a regular/permanent opportunity. 

Location: Remote, US 
Training: 8:00 AM-4:30 PM EST (3 to 6 weeks long)
Primary shifts: 8:00 AM–4:30 PM EST or 9:00 AM–5:30 PM EST (rotating)
Evening shifts: 10:00 AM–7:00 PM EST or 11:00 AM–8:00 PM EST, scheduled 1–5 times per month. Schedule is provided a month in advance. 

Brief Description: 
Provide consistent customer service support to all stakeholders for the assigned program(s)

Specific Job Duties:

• Handle inbound and outbound contacts from various sources (patients, healthcare providers, etc.) related to a specific and/or multiple UBC programs, as applicable. 
• Provide consistent customer service support to all stakeholders for the assigned program(s). 
• Working knowledge of program guidelines, medication, or disease being referenced in call scripts.
• Conduct communication through various channels (phone, fax, email) to retrieve data or to address discrepancies in data received.
• Complete full follow-up with regards to missing information from stakeholders, including data entry process, as applicable, documentation, and safety reporting per program guidelines. 
• Apply corrections and/or updates in the secured program applications and/or CTMS and appropriate documents, which have been identified through data verification or follow-up calls.
• Escalate potential problems or issues that require management’s immediate attention and provide a summary with appropriate detail to his/her direct supervisor. 
• Document all communications in the appropriate application contact log in an accurate, concise, and timely manner as defined in the Standard Operating Procedures and/or Project Specific Procedures.
• When applicable, may assist in the process to recruit or initiate sites and coordinate launch activities.
• Ensure all assigned project tasks are completed.
• Provide new and/or updated training materials as needed.
• Responsible for ensuring all program compliance duties (including re-education of stakeholders, documentation of non-compliant event, review of alerts/reminders, and healthcare provider follow-up) are completed.
• When applicable, may be responsible for preparation of program compliance materials for client meetings.
• When applicable, may be responsible for preparation and shipping of program materials and documenting action within the appropriate application/s. 
• When applicable, may be responsible for processing honorarium.
• Review documents for program standards and take appropriate action.
• Ensure data entry, filing, and data confirmation are completed accurately and in a timely manner, as applicable.
• Other duties as assigned by the Program Manager, Associate Program Manager, Associate Manager, Coordinating Center, and/or Senior Manager, Coordinating Center and as determined by UBC SOPs.

Required Skills and Qualifications:

• High School Graduate; some college preferred
• 3+ years of relevant experience 
• Customer service experience preferred
• Proficient in multitasking and ability to prioritize tasks
• Proficiency with personal computers including Microsoft Office 
• Excellent written and verbal communication skills 
• Ability to work on complex programs or multiple programs at the same time requiring critical thought processing
• Ability to adapt in a dynamic work environment
• Ability to maintain accurate information and make decisions with minimal supervision
• Ability to work a flexible schedule that could include 24/7 on call coverage shifts