Pharmacy Support Call Center Representative

About the role

IQVIA's Pharmacy Support Call Center Representative provides payment assistance solutions such as co-pay cards or vouchers to patients, pharmacies and medical professionals using an internal health program. The representative handles requests such as card activation, program eligibility, explanation of program benefits and troubleshooting of submission rejections. The role is a contract position managed by an external agency, with the possibility of conversion to a full-time IQVIA employee.

Key responsibilities

• Provide initial support for customer requests by telephone, email, fax or other available means of contact
• Quickly assess the user's issue and give first-level support for problem resolution
• Document information related to the resolution and escalate unresolved issues promptly to the appropriate team
• Recognize operational challenges and suggest recommendations to management when needed
• Work flexible, shifting schedules (24/7 support) and work onsite in Taguig

Required profile

• High school diploma or equivalent
• 2-3 years of call center experience (voice or blended support), preferably in healthcare accounts
• Experience in medical claim processing is a plus