Tech Systems Support Analyst with English & Dutch

Opportunity to join a growing project in our company based in Oeiras, Lisbon

Job Overview

The Contact Center Analyst will support several studies/programs such as Medical information inquiries, supporting pregnancy registries, collecting patient reported outcomes (PROs) over the phone. The Contact Center Analyst will be the primary contact for patients and HCPs participating in a study. As a Contact Center Analyst, they will facilitate completion of protocol specific tasks remotely using the telephone, email, fax and various portals.

Some of the duties include (but are not limited to):

• Providing information and follow up to incoming calls and emails per project direction
• Administering informed consent verbally or online
• Following up with patients and or HCPs per protocol
• Collecting and entering data in the study electronic data capture system (EDC) per protocol
• Recognizing and escalating any AE/SAE according to protocol
• Resolving any data queries
• Maintaining investigator site file as necessary

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Education & experience:

• College certificate or equivalent experience (12 years of studies);
• Previous experience in a BPO with technology support or clinical a plus;
• Knowledge of Pharma industry is a plus;

Mandatory skills:

• English - Professional proficiency;
• Fluent in Dutch - Mandatory;
• Windows Operating System;
• Microsoft Office;

Mandatory Competence:

• Strong Communication Skills;
• Customer service experience;
• Problem solving skills;
• Ability to think logically;
• Ability to work under pressure;
• Team player;
• Ability to learn quickly;
• Empathy;
• Thorough;
• Methodical

• If you're not a EU citizen you must have a resident visa or a permanent visa.

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