Bilingual Customer Support Representative
I
IQVIAPharmaceutical Services
Kirkland, Quebec, Canada, 9:00am - 6:00PM AtlanticFull-TimeMiddle
Salary47,100 - 78,400 CAD per year
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Job Details
- Languages
- French, English
- Experience
- Minimum of 1 year of relevant experience
- Required Skills
- Microsoft ExcelCustomer support
Requirements
- Fluency in both French and English is required.
- Minimum 1 year of relevant work experience in pharmacy, patient assistance, nursing, specialty pharma, or call centers.
- Strong knowledge of health insurance coverage, pharmacy transactions, and claims review.
- Advanced proficiency in computer environments and basic software including Excel, Word, and Outlook.
- Excellent communication and telephone etiquette with an ability to build rapport.
- Strong organizational and time management skills to handle high volumes of inquiries and meet deadlines.
- Ability to work a variety of shifts between 9:00 AM and 6:00 PM Atlantic, Monday through Friday.
- University degree is preferred.
Responsibilities
- Perform telephone, email, and web-based clinical support, product inquiry, and treatment troubleshooting for patients and healthcare professionals.
- Deliver patient counseling according to manufacturer requirements and provide adherence support.
- Manage call queues and internal clinical referrals in accordance with established policies.
- Report adverse events or drug reactions within 24 hours.
- Provide advanced reimbursement navigation and administrative services, including managing special authorization forms and appeals.
- Identify needs for compassionate, bridging, and copay support programs.
- Act as an internal case reviewer to approve patient assistance cases on behalf of pharmaceutical clients.
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