Customer Experience Analyst

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  

Job Description

THE POSITION:

This position is primarily responsible for conducting, documenting, analyzing, and providing feedback and coaching related to call monitoring and case audit evaluations for client programs in order to provide positive, patient-minded experiences, client delight and operational excellence of the department and organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Performing call monitoring evaluations of assigned client specific programs to ensure compliance to client and EVERSANA specifications and designated scorecard type.
• Performing case audit evaluations of assigned client specific programs to ensure accuracy and completeness of patient records.
• Establishing and communicating customer experience expectations and best practices utilizing quality standards and compliance requirements.
• Providing appropriate and effective feedback/coaching from call monitoring and case audit evaluations to Contact Center Associates in order to improve overall scores for assigned client specific programs.
• Tracking and trending program scores at the associate level and program level in order to analyze results and determine appropriate action plan(s), as needed, to improve or maintain scores.
• Providing actionable insights and trends through the development of client specific quality measures, assessments, improvements, and other reports for internal and external review.
• Assisting in developing and maintaining assigned client specific program documents (i.e., Business Rules Document, Program Overviews, etc.) and developing and updating, as needed, program scoring criteria to client program and EVERSANA specifications.
• Identifying and resolving process problems within assigned client specific programs for Adverse Events and Product Quality Complaints.
• Providing call quality and drug safety training on topics including but not limited to Call Quality.
• All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB:

• Travel (Minimal)
• Hours (40 hours per week, Monday through Friday with occasional overtime)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Associate degree in a related field or equivalent experience.
• Customer Service contact center experience of approximately two (2) years.
• Must be able to learn and support multiple client programs simultaneously.
• Outstanding communication skills with the ability to deliver feedback effectively.
• Must be able to remain objective in evaluations.
• Strong computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).

Qualifications

PREFERRED QUALIFICATIONS:

• Bachelors or Associate degree in a related field.
• Three (3) plus years of Contact Center experience analyzing, solving issues and providing feedback.
• Three (3) years working in a quality capacity.
• Pharmaceutical or Healthcare experience a plus.
• Knowledge of CRM (customer relationship management) systems.
• ASQ Certification(s) as applicable.
• Advanced computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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