Licensed Healthcare Customer Care Representative

Summary

The role of Licensed Healthcare Customer Care Representative is to deliver superior support for customer service experiences to consumers contacting the Kenvue Consumer Care Center via phone, email, and mail.. In doing so, he or she ensures that all consumer interactions are documented with high reliability and quality. The Licensed Healthcare Customer Care Representative also provides management support in the areas of quality assurance and training.

Essential Duties & Responsibility

Other duties may be assigned.

• Ensure 100% of consumer interactions are reviewed and assessed on quality of information captured in a designated database on a daily basis.
• Complete requested follow-up action on consumer interactions.
• Identify and document serious contacts as defined in SOPs. Escalate to management as appropriate.
• Handle and escalate interactions as needed.
• Provide support for Care Specialists as needed.
• Provide reconciliation and quality oversight of consumer interactions.
• Establish and maintain a high-level of knowledge of Kenvue products and services, across multiple business units.
• Establish and maintain strong competencies with all computer systems and processes involved in the handling of consumer interactions within the Kenvue Consumer Care Center.
• Manage consumer-reported adverse events, product complaints, and consumer questions and comments on the telephone and through e-mail, mail and social media.
• Build rapport and loyalty with consumers through exceptional verbal and written interactions. Be compassionate and skillful in ensuring caller’s needs and expectations are met and exceeded.
• Formulate and ask probative questions to effectively elicit information required in  product safety and quality assessments as well as regulatory reporting while taking care not to influence or introduce bias into the caller’s description of the event.

• Handle sensitive and private information in accordance with regulatory requirements and follow applicable Standard Operating Procedures (SOP) and Work Instructions (WI).
• Will not provide medical advice or counsel to consumers.
• Report identified Consumer Care Center training needs and system errors/discrepancies to the Team Lead.
• Work with all levels of the organization.
• Achieve and maintain the department and client metrics.
• Complete other tasks as deemed appropriate by leadership.
• Assist with special projects as needed (i.e. Medical Claims and Legal Document Review, quality oversight, etc.).
• Assist in the development and delivery of training programs.
• Monitor call flow and queue activity as required.
• Identify process improvement opportunities and recommend solutions.
• Participate in meetings. Follow applicable Standard Operating Procedures (SOP) and Work Instructions (WI)
• Adhere to applicable Program, Client and Corporate policies, procedures and work instructions.  Manage Consumer/Health Care Professional/Regulatory contacts relating to US and/or Canadian drug, medical device, cosmetic and/or dietary supplement products and/or their proper use, contraindications, adverse events/complaints, formulation, distribution and/or recall.
• Accurately assess issues and, based on analysis, assign adverse event/product quality pharmacovigilance subject code(s) to conform to Client, U.S. Food and Drug Administration (FDA), Health Canada and MedWatch pharmacovigilance reporting standards and regulations.
• Apply good documentation principles conforming to U.S. FDA’s 21 CFR 210, 211 Current Good Manufacturing Practice for Finished Pharmaceuticals (cGMP) and  21 CFR 820 Quality System Regulation to clearly and accurately record contact/product data, contact verbatim, medical information, pharmacovigilance subject codes, and dates/reasons for any changes in proper database/paper locations to support Client reporting to regulatory authorities.
• Escalate critical issues to designated management representatives.
• Handle and protect individually-identifiable health information in accordance with HIPAA and similar security/privacy regulations and standards.

Support duties for Quality/Oversight/Audit as follows:

• Respond to questions from auditors/government inspectors in professional, factual manner.
• Provide assistance for audit preparation and/or audit/inspection support as may be requested by management.
• Manage work with a view to continuous quality improvement. Promptly notify Team Leader or subject matter expert with any questions about how or if a task should be performed.
• Immediately notify supervisor and Quality/Compliance team about any potential nonconformance.

Event Support (e.g., Product Recall, major media news)

• Schedules: Quickly adjust schedules and work extended hours necessary to support event.
• Training: Complete training and understand new information related to the event subject in short period of time.

Leadership Responsibilities

There are no direct-reports associated, but expected to lead-by-example.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Proven experience with varied technology systems including reporting is required.

Experience providing, managing, and training world-class customer care via multiple communication channels is preferred. 

Excellent business communication skills required along with organizational skills, attention to detail, and a positive and professional demeanor. 

Able to foster remarkable consumer experiences with strong interpersonal and conversational skills. Excellent verbal and written communicator.

Able to comfortably respond to consumers’ questions and concerns.

Able to display patience and empathy while ensuring consumer needs are fulfilled in a timely and satisfactory fashion.

Must demonstrate good listening skills, problem solving, and decision-making abilities.

Exercises good judgment. Knows when to involve supervisors.

Must follow all applicable compliance regulations to properly handle the consumer interaction (phone/email/mail) and personal, individually-identifiable information.

Have demonstrated understanding of anatomical and medical terminology and basic nursing skills.

Must accurately document all interactions using appropriate terminology.

Have strong attention to detail and accuracy.

Strong organizational skills and communication skills, both written and verbal.

Must have the proven ability to meet deadlines in a fast-paced environment.

Ability to function in a team environment and embrace change.

Must have the proven ability to work independently and deliver results.

Highly self-motivated and directed with the ability to prioritize and execute tasks.

High-level understanding of FDA regulations.

Complete all required training by deadlines.

Demonstrate applied competency in quality/compliance standards and applicable Program, Client and Corporate policies, procedures and work instructions though appropriate and timely analysis, decision-making, communication and recordkeeping.

Successfully complete all Certification program(s) that apply to assigned role(s).

(For HCPs), Maintain health care professional licensure/registration with State of Wisconsin as current and in good standing.

EDUCATION and/or EXPERIENCE 

• Bachelor’s degree from four-year college or university preferred. Professional licensure as Registered Nurse or Licensed Practical Nurse required. Health care professional credentials in good standing and current Wisconsin health care professional licensure required.
• Minimum of three years’ health care professional experience required.
• Experience in emergency department, urgent care, pediatrics, or telephone triage setting preferred.

TECHNOLOGY SKILL BASE

This position requires a working knowledge of computer technology that includes Microsoft Office Suite. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

LANGUAGE SKILLS

Ability to read and comprehend complex instructions. Ability to communicate in an effective manner, both orally and written.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.

REASONING ABILITY

Ability to apply common-sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Work Environment

Alta Resources is an equal employment opportunity employer. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.