MedTech Clinical Phone Support Specialist

Qualified Medical Technologist / Lab Technicians will be responsible for providing phone support during non-business hours, weekends and holidays to patients/ healthcare personal on medical device product.

This Clinical Phone Support Specialist role allows you to utilize your experience in a way that does not involve patient care. Depending on your current schedule, this type of role can work in conjunction with your current position. Additionally, you will receive exposure to the medical device industry with the potential for long-term career growth in the field.

This role is a remote position that will require access to internet and availability to work non-business hours.

Responsibilities:

• Provides customers with service and product troubleshooting via telephone and email. Troubleshooting includes Clinical Diagnostics 
• Provides documentation of calls in CRM system; escalates issues requiring further investigation.
• Performs technical and application support needed for after-hours on weekdays, weekends, and holidays
• Participate in 10 weeks training curriculum
• Flexible and able to handle multiple tasks. 
• Strong verbal and written communication skills. 
• IQVIA Consultants will be tasked with replying to inbound customer calls within 30 minutes of being notified 98% of the time. In the event IQVIA Consultants are unable to respond to customers within the 30-minute window, IQVIA will communicate this feedback to the client as soon as possible. 
• Be available during non-business hours (5:00pm-5:00am PST), Weekend Coverage (5:00pm Friday - 5:00am Monday PST), Saturday (5:00am - 1:00pm PST)

Benefits:

In addition to working with a company that strives to provide employee growth and opportunity, employees have the opportunity to:

• Develop strong leadership skills and interact with peers in the healthcare setting without patient care responsibilities
• Be at the forefront of cutting edge medical device technology
• Gain professional growth and exposure to medical device industry
• Access to continuing education via IQVIA Learning Center

Job Requirements:

• 3-5+ years of related lab experience required
• Strong experience in RT-PCR preferred but not required
• Virology experience helpful
• Med Tech / clinical lab technician background helpful
• Ability to troubleshoot Laboratory Information Systems interfaces and to network computers is helpful
• Demonstrate ability to handle inbound and outbound calls with professionalism while delivering high‑quality customer support
   
• Cytology experience helpful
• Leadership experience is a plus
• Strong communication skills both verbal and written
• Duties may require compliance with client requirements that all those performing services on-site be fully vaccinated​

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The pay range for this role is $20-$30 hourly. The actual pay will vary based on factors like candidate qualifications and competencies. Certain roles are eligible for annual bonus, sales incentives and/or stock. Benefits may include healthcare, retirement, paid time off, and more.

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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 proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

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.

The potential base pay range for this role is $25.00 - $30.00 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.