Bilingual Call Center Agent (US healthcare management)

Position Summary:

Bilingual Call Center Agent (US healthcare management) is responsible for developing and maintaining relationships with HCPs to drive program compliance.  This high touch, service centric model builds on a one-on-one relationship to encourage practitioner participation at higher frequency and over the long term.  Specialist are expected to support panel operations through participant administration, engagement activities, communication management, data maintenance, and incentive processing support. This role serves as a key operational resource for maintaining participant records, executing outreach and retention initiatives, documenting panelist interactions, and ensuring compliance with established operational procedures. The PAS contributes to panel health, participant engagement, and the overall effectiveness of panel management programs.

Essential Duties and Responsibilities:

Panelist Administration

• Develop and execute personalize outreach programs (email, phone, SMS) for specific list of panelists.
• Deliver high quality customer service through a niche skill set understanding HCP practice dynamics
• Maintain accurate and current participant records within designated systems.
• Update participant profiles, account statuses, and related information as required.
• Monitor participant activity and identify accounts requiring follow-up or intervention then develop tactical, panelist level engagement plan
• Ensure participant data is maintained in accordance with operational standards and quality requirements.

Panelist Communication and Engagement

• Conduct participant outreach through layered communication channels including phone, email, text, or mobile app messaging
• Drive incremental engagement and data collection year over year through a thorough understanding of assigned panelists personal details and preferences.
• Perform follow-up activities to support participant engagement, retention, and program participation.
• Respond to participant inquiries in a professional and timely manner.
• Escalate participant concerns, issues, or inquiries to appropriate personnel when necessary.

Panel Recovery and Retention

• Execute outreach campaigns targeting inactive or unresponsive participants with nuanced communications targeted at performance and incentives to regain data volume.
• Support participant recovery initiatives designed to improve engagement and participation rates.
• Document outreach efforts, participant responses, and recovery outcomes.
• Collaborate with management to identify opportunities to improve retention and engagement activities.

Data and CRM Management

• Accurately document participant interactions within CRM and operational systems.
• Maintain detailed records of communication attempts, outcomes, and status changes.
• Verify and update participant information to ensure data accuracy and completeness.
• Adhere to data governance, privacy, and compliance requirements.

Incentive and Payment Administration Support

• Support manual incentive, honoraria, and payment processing activities.
• Prepare and submit required documentation for payment approval and processing.
• Assist with tracking payment status and resolving payment-related issues.
• Coordinate with management, finance, and cross-functional teams regarding payment processes and approvals.

Operational Support

• Follow established Standard Operating Procedures (SOPs), work instructions, and operational guidelines.
• Assist with continuous improvement initiatives and process enhancement activities.
• Generate, maintain, and organize operational records and supporting documentation.
• Support reporting activities by ensuring records are accurate, complete, and timely.

Qualifications

Education

• Associate degree, Bachelor's degree, or equivalent combination of education and relevant experience preferred.

Experience

• 1–3 years of experience in customer service, participant management, panel operations, administrative support, contact center operations, or a related field preferred.
• Experience working with CRM, participant management, or customer engagement systems preferred.
• Experience supporting operational processes, data management, or incentive administration is a plus.

Knowledge, Skills, and Abilities

• Strong verbal and written english level.
• Excellent organizational and time-management abilities.
• Strong attention to detail and commitment to data accuracy.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Strong documentation and recordkeeping skills.
• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Ability to learn and utilize CRM, panel management, and operational systems.
• Demonstrated problem-solving and critical-thinking skills.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Commitment to maintaining participant confidentiality and data privacy standards.

Key Performance Indicators (KPIs)

Success in this role may be measured by:

• Accuracy and completeness of participant records.
• Timely completion of outreach and follow-up activities.
• Documentation quality and compliance with SOP requirements.
• Participant engagement, response, and reactivation rates.
• Timely and accurate support of incentive and payment processes.
• Adherence to established operational procedures and quality standards

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.