Service Advisor

Quintiles Transnational Corp. helps improve healthcare worldwide by providing a broad range of professional services, information and partnering solutions to the pharmaceutical, biotechnology and healthcare industries. Quintiles helps its customers compress the time it takes to bring a drug from discovery through regulatory approval; accelerate the launch of products to peak sales, build effective sales forces and manage product portfolios more efficiently; and achieve strategic and financial objectives by offering tailored alternatives to traditional fee-for-service product development and commercial services agreements. Headquartered near Research Triangle Park, North Carolina, Quintiles was founded in 1982 and has more than 15,000 employees and offices in over 40 countries.

Service Advisor -- Job #11494

Quintiles IVR Services has an opportunity for a Service Advisor to provide Helpline support to worldwide users of the Interactive Voice Response (IVR) System for clinical studies and manual randomization. Service Advisors serve as the first line of contact for sites, site monitors, and sponsors who require assistance accessing or using IVR Systems. The position also requires Service Advisors to manually enroll, randomize, and assign drugs to subjects for applicable protocols.

Responsibilities:

Must maintain current knowledge of all Helpline supported sponsors and protocols.
Demonstrates knowledge of Helpline Systems by consistently providing accurate and thorough - information to callers.
Consults with higher-level Helpline staff and/or PMs when project-specific information is necessary to assist callers.
Communicates any changes in project-related information to Helpline staff.
Must be able to manually enroll, randomize, and assign drug to subjects as appropriate.
Responsible for accurately and efficiently processing requests for manual assistance as needed.
Follows up with site, project manager, and/or sponsor contact as appropriate to complete manual procedures.
Provides follow-up on callers when appropriate, communicates with sites and creates appropriate documentation in the Helpline tracker database.
Communicates any unusual system related problems to Helpline Management.
Exhibits careful judgement in communicating sensitive issues to sponsors, sites, CRAs, etc.
Responds efficiently and accurately to requests from other Service Advisors and Management.
Serves as shadow on one or more projects as allocated by Helpline Supervisor or Manager.
Assists Helpine Lead(s) or shadow(s) with project duties as requested.
Assists Helpline Management with Helpline administrative and / or project work as appropriate.


Qualifications: Associate's Degree in Science is preferred or equivalent work experience.
A minimum of 2 years experience as a member of a professional staff in a medical, clinical or customer service environment, or equivalent training and experience. Possess technical skills including familiarity with MS Word and Excel, email, keyboarding ability and basic computer literacy. Clinical studies and customer service help desk experience preferred. Must have excellent customer service skills. Must be able to work rotating day/night with evening and weekend on call status.



Various compensation and benefits programs are available depending on position, years of experience and geographic location. Many of the benefits of working with Quintiles Transnational Corp. go beyond financial remuneration and include continuous on-the-job training, company recreational events, and community support activities. Quintiles is an Equal Opportunity Employer M/F/D/V. No agency referrals please.

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