Customer Assistance- Medical Information​/Pharmacovigilance

The Customer Service Representative provides high-quality customer support to consumers, healthcare professionals (HCPs), and internal client personnel. This role is responsible for accurately documenting all customer interactions in compliance with and client-specific guidelines, identifying and reporting adverse events (AEs) and product complaints (PCs), and fulfilling medical information requests through multiple communication channels. The position requires strong attention to detail, regulatory awareness, excellent communication skills, and the ability to manage multiple tasks in a regulated environment.

Customer Service & Communication

• Deliver professional, accurate, and timely customer service to consumers, healthcare professionals (HCPs), and client personnel via phone, email, fax, and mail.
• Respond to inquiries regarding client products, services, and medical information while maintaining compliance with approved responses and protocols.
• Demonstrate empathy, professionalism, and discretion in all customer interactions.

Documentation & Compliance

• Accurately document all customer interactions according to policies, client guidelines, standard operating procedures (SOPs), and regulatory requirements.
• Identify, document, and appropriately escalate adverse events (AEs) and product complaints (PCs) in accordance with pharmacovigilance and quality standards.
• Maintain a high level of accuracy to ensure data integrity and regulatory compliance.

Medical Information Fulfillment

• Process medical information requests and fulfill responses via email, fax, and standard mail within required timelines.
• Ensure all fulfilled materials are approved, accurate, and compliant with client and regulatory standards.

Systems & Administrative Support

• Perform line checks, system verifications, and data quality reviews to ensure accuracy and completeness of records.
• Generate routine and ad hoc reports as required.
• Complete administrative tasks and other assigned duties to support departmental and client needs.
• Maintain up-to-date knowledge of client products, policies, SOPs, protocols, Good Clinical Practices (GCPs), and applicable regulatory requirements.
• Participate in required training and demonstrate the ability to apply learned information to daily job functions.

• High School Diploma or equivalent; relevant academic or vocational qualifications preferred.
• Minimum of two (2) years of experience in customer service, healthcare support, pharmaceutical services, call center operations, or a related field, or an equivalent combination of education, training, and experience.
• Proficiency in a second language may be required for certain positions.