The Customer Care Advocate (CCA) supports the efforts of Brand Direct Health by providing exceptional customer service resulting in successful interactions with healthcare professionals and their staff. Duties will include educating healthcare offices of new information around the Brand Direct Health environment including Call Center Processes, Product Availability, and Unfulfilled LEADS ultimately building on the overall partnership between HCPs/Staff and our call center. The CCA will also have a working understanding of both Enrollment and Refill prescription processes ensuring our processes can be disseminated to our customers from a remote environment. Have a strong verbal and written communication skill set towards a positive patient prescription journey. Customer Care Advocate is accountable for meeting expectations on call center metrics including cold calling connections, message delivery and customer understanding, as well as improved lost prescription recoveries. This will include the ability to use all approved resources needed to contact Health care professionals.

Key Responsibilities:

• Consistent demonstration and embodiment of our Corporate Beliefs: Passion for Innovation; Think Big, Act Small; Learn to Dare; and Teams Build the Future
• Achieves daily outbound and inbound call requirement based on current and evolving processes
• Responds to Outbound & Inbound calls in accordance with company standards – courteously and professionally
• Ask appropriate questions and listen actively while documenting required information
• Establishes rapport and builds trust while assisting HCPs and their office staff
• Disseminate office messages accurately and professionally
• Use services and available resources to convert inquiry calls to new patient fills
• Escalates requests as necessary (Forward to Sales Team or BDH Customer Service Representative)
• Consistently meets monthly KPI objectives and Fill goals
• Meeting dialogue requirements
• Demonstrates regular and reliable attendance
  
  

Experience & Qualifications:

• High School diploma or equivalent required
• 1-2 years of customer service and sales experience preferred (such as personal banking, real estate or a combination of retail sales, restaurant and other business experience)
• 1-3 years of call center experience preferred, preferably in sales/service- oriented environment
• Bi-lingual in Spanish a plus.
• Healthcare or pharmacy experience is desirable.
• Evident work ethic: ability to prioritize tasks, meet deadlines and work independently in a fast-paced remote environment
• Able to work under pressure
• Excellent organizational, time management, and problem-solving skills
• Excellent written, verbal and interpersonal communication skills
• Familiarity with computer and Window PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Proficient with Microsoft Office Suite (intermediate Word, Excel, Power Point, and Outlook)
• Business process, problem identification, analysis and resolution management skills
  
  

WHO WE ARE:

Alfasigma USA is the local affiliate of the Italian based pharmaceutical company, Alfasigma. Alfasigma is a leading Italian pharmaceutical company focused on prescription drugs, over-the counter (OTC) and nutraceutical products and has a presence in 90 countries.

Alfasigma USA’s main goals are to improve the health and quality of life of patients by finding solutions to treat specific patient populations, expand our existing portfolio and bring new products into the US market. We strive to be a strong healthy company in a strong healthy world.

Alfasigma USA is headquartered in Morristown, NJ. with a manufacturing plant in Shreveport, LA., a remote mail order pharmacy call center (Brand Direct Health) and an established national salesforce.

Alfasigma USA, Inc. offers:

• Competitive hourly salary
• Monthly bonus structure
• Comprehensive benefits package: Medical, Dental, 401K, Paid Time Off, and Tuition Reimbursement are some examples
• New hires are eligible for medical & dental coverage and 401K on date of hire
  

Alfasigma USA, Inc. and its subsidiary, Brand Direct Health, L.L.C. (collectively the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, religious creed, religious observance, color, age, sex, sexual orientation, gender, gender identity, gender expression, genetic information, national origin, ancestry, marital status, medical condition as defined by state law (cancer and genetic characteristics), disability, military service, military and veteran status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please email Human Resources at applicant@alfasigma.com if you need assistance completing any forms or to otherwise participate in the application process.