Consumer Support Navigator

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.   At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.   As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.   Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

Ostro is a specialized business division within Veeva, dedicated to advancing brand engagement for the life sciences industry through AI technology. Veeva Ostro empowers life sciences companies to transform how they connect with the people who need their innovations most. By joining this fast-growing team, you will work at the forefront of leveraging AI innovations to make healthcare information seamless, intuitive, and impactful.   Reporting to the Manager, Nurse Navigator Operations and Training (MNNO&T), the Junior Consumer Support Navigator (CSN) is a webchat and call center specialist who is responsible for providing inbound and outbound customer (consumer) support in a Life Sciences (Biotech) environment. In addition, the focus of the CSN is to ensure that the activities of the CSN contribute to the MNNO&T’s overall program objectives.

This role averages 17–25 hours per week. Our goal is to grow volume and budget in a way that allows per diem team members to transition into full-time roles over time.

What You'll Do

• Assists the Nurse Navigator (NN) Team by answering incoming webchat and telephonic consumer inquiries/interactions in a professional manner following client guidelines and business rules
• Perform outgoing webchats in professional manner following client guidelines and business rules
• Responds to consumer inquiries and provides education or information to answer questions utilizing Client approved FAQ documents
• Identify and escalate priority issues to assigned manager and/or Nurse Navigator
• Display exemplary phone/chat etiquette utilizing approved FAQ documents
• Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
• Completes all necessary compliance training in specified timeframe
• Understands and utilizes telephony system and records appropriate information in the Ostro database in accordance with customer business rules and training
• Documents all call/webchat information in Ostro’s database system
• Identifies and reports AE/PQC/SS in accordance with Ostro and client guidelines

Requirements

• Active LPN licensure required
• Must be available to work 20 hours per week and evenings until 8:00pm EST. Our full hours of service are Monday - Friday 8:00am - 8:00pm EST
• Must reside in one of the following states: Arizona, Connecticut, Delaware, District of Columbia, Florida, Illinois, Iowa, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Texas, Virginia
• 1+ year experience in a call center within life sciences, healthcare or patient support program preferred
• Google Drive Platform experience a plus
• Excellent verbal and written communication skills
• Excellent listening skills 
• Strong organizational skills
• Ability to multitask, take direction, and maintain prioritization
• Excellent follow-up skills
• Must have strong computer skills
• Must be able to type 35 wpm
• Spanish fluency a plus
• Interest in full-time opportunities in the future is a plus

Interviewing with Veeva

We value your time and believe in a transparent hiring process. Here is the process you can expect.

• Follow the application process and submit your resume.
• Within 3 days, you will receive a link to a personality assessment administered by a third party.
• Once you complete the assessment, our team will review your full application package and follow up via email with our decision.
• If moving to the interview stage, the process is as follows:
  1. A conversation with the hiring manager
  2. A practical case exercise
  3. A final conversation with our group's Senior Leader.
• Once all interviews are complete, the manager will be in touch with a final decision.

Compensation

• Base pay: $22 - $28 per hour
• The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.

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Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.   Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at talent_accommodations@veeva.com.