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Call Center Customer Service Representative

About AdhereTech:

AdhereTech makes smart pill bottles that are used by top pharmaceutical companies and pharmacies, to improve adherence for patients on the world’s most crucial medications. AdhereTech's system automatically collects and analyzes adherence data in real-time, so that our proprietary and customizable adherence programs can be delivered to patients at the exact moment when they're most effective. AdhereTech is used by thousands of patients across the globe. Most patients using AdhereTech are on cancer medication, yet our technology is also used by patients with HIV, hepatitis C, cystic fibrosis, sickle cell, and more. Customers include leading healthcare firms, such as: five top-15 pharmaceutical companies (confidential), four top-10 national pharmacies (confidential), The Dana Farber Cancer Institute, The Mount Sinai Health System, New York Presbyterian, Massachusetts General Hospital, Cincinnati Children’s Hospital, University of Pennsylvania Health System, and many more.

  • Website: adheretech.com
  • How AdhereTech’s bottles and service work (2-minute video): adheretech.com/cnbc
  • TED Talk by AdhereTech CEO (5:43 video): tedmed.com/talks/show?id=299427
  • AdhereTech’s partnership with Avella Specialty Pharmacy (10th largest specialty pharmacy in US, $1.4B sales): https://www.avella.com/adheretech

 

Job Description:

As a Call Center Customer Service Representative, you will be one of the patient advocates of AdhereTech to customers and patients via AdhereTech’s phone system and our online SMS portal. You will provide guidance and support for patients using the AdhereTech smart pill bottle. For those who like helping people directly, this work will be incredibly rewarding. (Note: you will not be providing healthcare or health advice to patients. You will help patients to use AdhereTech, which in kind helps patients receive improved care. If you become aware of any patient health issues, you will immediately route said issue to the appropriate contact person.)

 

Responsibilities:

  • Provide guidance and support for patients using the AdhereTech smart pill bottle, using AdhereTech’s phone system and online SMS portal
  • Follow established call scripts and procedures to ensure quality conversations
  • Provide concierge-level service to AdhereTech patients and customers, going above and beyond when necessary
  • Schedule follow-up outreach, as appropriate
  • Maintain accurate, timely, and complete records for all patient engagement
  • Capable of data entry across various computer applications
  • Review patient settings to ensure all patient preferences are being met
  • Fully understand our products and be able to discuss all product features with patients and customers
  • Help customer to use (and to enjoy using) AdhereTech
  • Must be available to occasionally work nights and weekends
  • Must be available to occasionally work some holidays, for additional compensation

 

Qualifications:

  • Bilingual (English/Spanish) is required
  • 1+ years experience with phone-based: customer support, customer service, customer success, call center support, and/or operations
  • Excited about speaking with patients over the phone and via the text message portal for the entire day
  • Strong team-player and a self-starter
  • You are energized by helping people and seeing the positive impact of your efforts
  • Background in patient-communication and/or phone-based sales is a plus
  • Open-minded, flexible, compassionate and comfortable with taking on new challenges
  • Great communication skills; comfortable independently leading phone calls
  • Eager to adapt and perfect your work

 

Benefits & Compensation:

  • Competitive salary
  • Full benefits
  • Participation in our equity incentive program
  • Company outings
  • Stocked pantry with snacks and beverages
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