Posted in Other 30+ days ago.
Type: Full Time
DESCRIPTION OF OPPORTUNITY
* Provide superior solutions-based technical customer centric support to US Commercial Operations through the conveyance of scientific and medical information on Zoetis products and supporting programs to all call center contacts
* Utilize effective communication techniques with callers, customize solutions and ensure the delivery of mutual resolution
* Assure the documenting, tracking, and reporting of alleged adverse events involving Zoetis products complies with current pharmacovigilance requirements and standards
POSITION PURPOSE
The Veterinary Medical Information and Product Support (VMIPS) Team is a contact center environment, responsible for maintaining the regulatory integrity of our growing portfolio through providing outstanding customer service to our callers. The Customer Care Veterinary Technician is the first point-of-contact for our customers. Our major veterinary therapeutic areas include: anti-infective, biologic, parasiticides, inflammation, analgesia, anesthesia/sedation, oncology, dermatology and diagnostic. We foster the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. The Customer Care Veterinary Technician will respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs) and be responsible for first contact resolution of inquiries and adverse experiences involving Zoetis product.
PRIMARY RESPONSIBILITIES
* Answer, document, and resolve companion animal and livestock related incoming calls from customers in accordance with Zoetis guidelines. Case responsibilities include:
* Inquiries
* Product quality (product defect) cases
* Adverse reaction reports involving select legacy and emphasis products
* Lack of efficacy reports involving ProHeart 6, Revolution, Simparica, select Zoetis Biologicals, and legacy products
* Diagnostic reports involving AlphaTrak and Witness
* Asymptomatic and symptomatic human exposures
* Administer Companion Animal Immunization Support Guarantee and determine if patients qualify according to the criteria of the program. Case management includes:
* Conduct follow up when diagnostic results are received
* With regards to respiratory cases (CIRD), manage outbreaks
* Request reimbursement for treatment in the case of existing LOEs
* Work with field representative to come to an acceptable conclusion for reimbursement
* Administer Parasiticide marketing programs and determine if patients qualify according to the criteria of the program. Case management includes:
* Request medical records
* Ensure medical records are reviewed by the DETs and follow-up as needed
* Request reimbursement and work with the field reps to come to an acceptable conclusion for reimbursement amount
* Ability to speak fluently with confidence to veterinary staff about product MOA, disease states, patient diagnosis, treatments and diagnostic interpretation
* Ensure that appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigations, responses to inquiries and complaints, follow-up and the use of the pharmacovigilance database
* Maintain familiarity with veterinary clinical operations to maximize the ability to relate to situations encountered by customers
* Maintain thorough knowledge of all marketing programs and participate in discussions to enhance these programs
* Understand the importance of collaborating with field representatives
* Conduct Tech-2-Tech Lunch and Learns either remotely or in-the-field, as assigned by Team Lead
* Support and participate, as needed, in local technician school outreach activities sponsored by VMIPS
* Maintain knowledge of VMIPS processes and working practices
* Maintain proficiency with the use of the pharmacovigilance database
* Ensure visibility of cases with potential legal or public relations sensitivity
* Emphasize service and promote positive customer experience in every encounter; maintain fluency with successful customer communication techniques
* Participate in and complete all training, product certification and personal development opportunities
* Contribute to team meetings and proactively look for continuous improvement opportunities
* Communicate to Team Lead training and educational resource needs
* Ensure a close and cohesive workflow with VMIPS Veterinarians and Data Entry Technicians
* Provide additional VMIPS team support as requested by management
* Model and maintain professionalism and a positive impression with colleagues and customers.
QUALIFICATIONS (I.E., PREFERRED EDUCATION, EXPERIENCE, ATTRIBUTES)
* Certification in Animal Health Technology or minimum of 5 years clinical experience.
* 5 years of relevant experience in animal related industry.
* Prior call center experience preferred.
* Active Pennsylvania license (in good standing) in animal health technology.
* Experience with pharmacovigilance and/or experience with industry regulatory obligations.
* Excellent verbal, written and interpersonal communication skills.
* Excellent organizational skills, with a detailed oriented approach.
* Knowledge of Zoetis products so as to answer or facilitate the answering of calls.
* Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook.
* Proficiency in data entry applications.
* Experience in conflict resolution or grief counseling.
* Clear, articulate and grammatically sound speech and professional phone manner.
* Strong focus on providing customers with superior support and service.
* Ability to learn, understand and communicate complex information over the telephone.
* Strong rapport building skills and active listening skills.
* Excellent, closing, persuasion and presentation skills.
* Ability to display high-levels of initiative, effort and commitment to successfully complete projects and assignments.
* Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge.
* Must be self-motivated and disciplined.
* Good organizational and planning skills, strong attention to detail and accuracy.
* Ability to work in a changing environment independently and as a team member.
* Flexibility and ability to handle multiple tasks simultaneously.
* Must be able to deal with people at all levels inside and outside of the company.
* Must be able to successfully complete training and meet training expectations in order to proceed to servicing customers.
Full time
Regular
Colleague
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in
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Siemens Medical Solutions USA, Inc. |
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Siemens Medical Solutions USA, Inc. |
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Siemens Medical Solutions USA, Inc. |