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PPD Customer Assistance Spec in Wilmington, North Carolina

We are vital links between an idea for a new medicine and the people who need it. We are the people of PPD — thousands of employees in locations worldwide connected by tenacity and passion for our purpose: to improve health. You will be joining a truly collaborative and winning culture as we strive to bend the time and cost curve of delivering life-saving therapies to patients.   

Medical Communications is a truly exceptional team at PPD! We work to improve patient health by supplying top-quality medical information services to our clients, patients and health care providers. We engage with health care professionals, regulatory agencies and pharmaceutical clients to help them navigate regulatory, and compliance requirements around the world.  Come join our growing global team of over 900 healthcare professionals providing medical information and education.

The Customer Assistance Specialist provides high quality customer service to client customers including consumers, health care professionals (HCP's), and client personnel. Documents interactions according to PPD and client guidelines. Identifies adverse events (AE's) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.

At PPD we hire the best, develop ourselves and each other, and recognize the power of being one team. We offer continued career advancement opportunities, award winning training and benefits focused on the health and wellbeing of our employees.

Summarized Purpose:
Provides high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies
adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.

Essential Functions: * Provides high quality customer service to client customers including consumers, HCP's, and client personnel. * Documents interactions according to PPD and client guidelines. Identifies AEs events and PCs. * Maintains knowledge of policies and procedures including client products, SOP's, protocols, GCP's, and all applicable regulatory requirements. * Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail. * Performs line checks and system verification, and generate reports. * Performs other duties as assigned

Education and Experience:  
High School diploma / Secondary school diploma or equivalent and relevant formal academic / vocational qualification

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, and experience

In some cases, a second language may be required

Years of experience refers to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.

Knowledge, Skills and Abilities: 

  • Excellent organizational skills
  • Strong attention to detail
  • Ability to handle multiple tasks
  • Effective verbal and written communication skills
  • Excellent problem solving skills
  • Excellent language skills (comprehension, speaking, reading and writing);
  • Fluency skills in a second language may be required
  • Excellent computer and keyboarding skills
  • Time management skills
  • Excellent interpersonal skills
  • Ability to work in a team environment and/or independently as needed
  • Demonstrated confidence and initiative
  • Flexibility

Working Environment:
PPD values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner

Able to work upright and stationary for typical working hours

Ability to use and learn standard office equipment and technology with proficiency

Able to perform successfully under pressure while prioritizing and handling multiple projects or activities

May require travel (Recruiter will provide more details)

PPD Defining Principles: 
- We have a strong will to win - We earn our customer’s trust - We are gamechangers - We do the right thing - We are one PPD - 

If you resonate with our five principles above, and ultimately wish to accelerate the delivery of safe and effective therapeutics for some of the world’s most urgent health needs, then please submit your application – we’d love to hear from you!

Job: *Medical Communications

Organization: *US BU

Title: Customer Assistance Spec

Location: NC-Morrisville

Requisition ID: 188520

Other Locations: US-NC-Wilmington-Wilmington NC HQ

PPD is an affirmative action employer that values diversity as a strength fosters and environment of mutual respect. PPD provides equal employment opportunities without regard to age, race, color, pregnancy, national origin, religion, sex, gender identity, sexual orientation, disability, veteran status or other status within any other protected group

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