MINIMUM EDUCATION & EXPERIENCE:

• To be eligible for this position, you must reside in the same country where the job is located.
• We require candidates to have a minimum Customer Service background of 3 + years.
• SME in PAAS Program Support operations preferred
• Training in Medical Billing, HIPAA certified, or experience in claim processing preferred.
  IQVIA is an Equal Opportunity Employer. We cultivate a diverse corporate culture across the 100+ countries where we operate, celebrating and rewarding teamwork and inclusiveness. By embracing our differences, we create innovative solutions that are good for IQVIA, our clients, and the advancement of healthcare everywhere.

ROLE PURPOSE:

• A Team Lead is expected to have a comprehensive understanding of our operational processes and business objectives. The person must thrive in a team environment and possess the ability to coach and mentor individuals while also maintaining the primary function of customer support. A Team Leader is expected to run reports, act as the escalation point when Program Support Representatives (PSR) need assistance and help to ensure the quality of customer interactions. The capacity to understand and continue to enhance program support knowledge, communication skills and professionalism are essential to gain the respect and support of team members.

PRINCIPAL ACCOUNTABILITIES:

• Answer incoming calls and/or requests when required, troubleshoot, resolve issues and provide first call resolutions for clients and patients.
• Gain knowledge necessary to become the SME on various programs
• Act as a point of escalation for CSRs regarding policy, procedures and customer interactions requiring Supervisor intervention
• Train, coach, and mentor CSRs. Lead by example to achieve team and overall department goals
• Help to define/enforce best practices and support management driven initiatives
• Provide reports, analysis and offer recommendations for how to improve the customer experience or drive operational efficiencies
• Complete ad-hoc project work as defined by Supervisor
• Proactively identify training opportunities and provide recommended solutions to enhance the overall interaction of inbound caller experience
• Ability to backup Supervisor activities when required
• Flexibility in scheduling when requested