Receptionist, Patient Support Hub – Raleigh / Durham, NC

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Receptionist, Patient Support Hub – Raleigh / Durham, NC

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The Opportunity

Cycle Pharmaceuticals is looking for an enthusiastic and talented team player to join its fast-growing Patient Support Hub based in the wider metropolitan areas of Durham or Raleigh, NC. The Receptionist will be the first person our customers will speak to when calling Cycle Vita, our Patient Support Hub.

This role is customer facing to both Health Care Professionals and Patients, responsible for getting to the root of the situation, delivering messages based on our Standard Operating Procedures (SOPs), and routing calls to appropriate members of the team as needed. As a result, the Receptionist must be articulate and friendly, and organised with strong focus on collaboration and teamwork.

Our SOPs include but are not limited to promotional and logistics concerns, accurately stating the attributes of our programs such as the enrolment process, co-pay, free goods, clinical support offerings.

This person will have learning agility to quickly pick up the attributes of the SOPs, present them to leadership before being placed on the phone, and will be assessed for accuracy and rapport.

Our Company

At Cycle, we believe that Every Single Patient Matters, this is at the heart of why we work, and we’d love for you to share our vision. We know that life-changing treatments need life-improving product support to match, because when you put the two together, great things can happen.

We are a pioneering pharmaceutical company, reimagining how drugs and services can benefit patients with rare disease to make their lives easier and improve their quality of life. Cycle, as a company, works closely with patient groups and healthcare professionals to understand the unmet needs of patients and their carers. By collaborating with academic communities and using the latest cutting-edge pharmaceutical technologies, we translate innovations into medicinal products that patients and caregivers actually desire. We deliver the required medicine with the minimum impact on daily routines and, just as importantly, provide individualized support services to patients, families, carers and the healthcare professionals community.

Cycle has three core areas of pharmaceutical development and work across rare metabolic, immunological and neurological genetic conditions: improving drugs – optimizing an existing drug; repurposing drugs – creating a new indication for an existing drug; and generics – reinstating generic drugs, previously available in the market. These three areas of focus are underpinned by formulation technology – using new drug delivery technologies to improve the efficacy and effectiveness of drugs, allowing us to give patients greater freedom and choice.

Job: Receptionist, Patient Support Hub
Cycle Company: Cycle Pharmaceuticals Inc
Location: Homebased in either the Raleigh or Durham wide metropolitan areas, NC.
Position Summary: This is a full-time salaried position, Monday to Friday, within the Patient Support Hub.

What you will be doing

  • Leveraging departmental SOPs, courteously answer telephone and/or emails and answer all questions in a timely manner.
  • Maintain a positive working relationship with patients and caregivers, insurance companies, clinical personnel, co-workers, and management to promote teamwork, cooperation, and an image of service excellent and corporate stewardship for Cycle Pharma.
  • Collaborate with the Cycle Vita Access Specialists and Clinical Education Managers to ensure calls and messages are routed correctly.
  • Accurately document inbound call interactions in the Cycle Vita CRM.
  • Ask probing questions to identify the needs of the patient and escalate issues and concerns to the Cycle Vita Access Specialists and Clinical Education Managers as needed.
  • Provide a one call resolution to patients and providers when follow-up is not needed.
  • Communicate with the Cycle Vita Access Specialists and Clinical Education Managers when a follow-up call is needed.
  • Organize, prioritize and review daily work activity to ensure completion of assigned workload.
  • Maintain and broaden skill and competency levels via formal training, participation in quality reviews, and self-education on Cycle Vita business elements.
  • Perform other duties as required, such as cross-training and collaboration with Access Specialists.

What will enable you to thrive

The following skills and experience will be important in helping set you up to succeed and thrive in this role.

  • College degree, BA/BS Communications concentration preferred.
  • Demonstrate exceptional active listening skill and ability to accurately retell a story.
  • Unquestionably high ethical standards and track record of ethical behaviour.
  • Strong case management background with skills to manage patient support services.
  • Strong and clear verbal and written communication and presentation skills for internal and external customers.
  • Ability to effectively plan, prioritize, and execute on business deliverables.
  • Ability to work with and provide information to a range of cross-functional departments.
  • Ability to multitask, problem solve and work independently.
  • Must possess and portray strong emotional resilience, along with an extraordinary positive attitude, backed up with strong verbal and written communication skills.
  • Basic computer proficiency with Microsoft applications.
  • Experience working with CRM platforms such as SalesForce, Veeva or Microsoft Dynamics is desirable.
  • Able to travel (during non-Covid times) to attend team meetings and trainings.

What makes this role special

  • Seek to have a profound impact on patients and their families.
  • Work across a range of different disease states.
  • Mentoring, coaching and training that will give you the opportunity for personal and professional development.
  • Help shape the culture and future of an emerging pharmaceutical company with a grand vision.
  • Work with a growing team of experienced professionals.
  • Learn from a strong leadership team with a proven history of success.

What can we offer

In addition to being part of a great team and doing things that will make a real difference to patients’ lives, you will enjoy all the benefits that brings:

  • Competitive salary based on experience
  • A collaborative high performing work environment
  • Performance based bonus
  • Opportunity to join a fast growing and ambitious business.
  • Private Health Insurance
  • Life Insurance
  • 401k plan

Applications

Cycle Pharmaceuticals embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

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