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.
The Power of Ostro at Veeva
As part of our commitment to innovation, Ostro is now a specialized division within Veeva, serving as the leader in AI-powered omnichannel engagement. We are transforming how life sciences connect with the people who need their innovations most—bridging the gap between those who make medicines and the patients and providers who use them. By joining this team, you’ll work with patent-pending AI technology to make healthcare information as seamless and intuitive as the world’s best consumer experiences.
The Role
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
#LI-RemoteUS
#LI-Associate
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.
