Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

A customer-focused individual who serves as the primary resource for customers contacting the Information Center regarding products and services. The Forms Processor/Documentation Specialist utilizes his/her healthcare experience and product/disease state training to effectively and consistently communicate specific product and/or disease state information via e-mail and other written/digital communication. The variety of subjects handled is extensive (e.g., product information, pricing, patient education materials, product quality complaints, adverse experiences and more).

Customer Care Associate, utilizes excellent communication and organizational skills while working independently in a call center environment. They must be able to build rapport with customers, both internal and external, establishing and maintaining customer relationships, while responding to customers' inquiries.

Additionally, the Customer Care Associate may contribute to outbound initiatives, making contact with customers to clarify information received on phone and non-phone inquiries.

What you will do as an Customer Experience Associate

• Evaluate, respond to and/or escalate phone and/or non-phone customer inquiries as appropriate;
• Provide product and disease state information covering both on and off label information within the guidelines of Standard Responses;
• Provide world-class customer service and immediate resolution to inquiries;
• Effectively and consistently communicate messages, product information and/or specific offers to physicians, health care staff and/or consumers via email, digital, written and/or occasional outbound tele-service communication;
• Comply with all industry regulations including adverse event and product quality processes;
• Manage all assigned project work in a timely manner;
• Maintain up-to-date knowledge of product, medical, disease and industry information;
• Obtain pertinent customer information and record customer interactions in appropriate systems;
• Interact with team members to manage a broad number of product, medical and business issues and share best practices;
• Handling of PHI and other sensitive and/or confidential business and medical information:

Required qualifications

• A graduate of any 4-year college program (BS or BA) preferably any health sciences discipline such as Nursing; Pharmacy is preferred.
• 6 - 12 months experience in a call center and customer service environment within the pharmaceutical or medical device industry or within another healthcare setting is desirable
• Preferred fluent in English & Swedish / English & Finnish / English & Norwegian / English & Danish or a combination of Nordic languages (able to read, write and speak the language)
• Experience providing medical information and customer service to healthcare professionals over the phone or via written communication strongly preferred
• Experience within a regulated area which may include quality, safety or other similar area and a working knowledge of Medical Communications/Information is desirable.
• Demonstrated competency using information technology, PCs and databases
• Excellent verbal, telephone communication and written skills required
• Ability to multitask, good organizational and time management skills
• Good problem solving and decision-making skills
• Good interpersonal skills with team player attitude

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.