• Routinely interact with customers who require assistance resolving issues that may be complex or escalated • Perform research and determine optimal resolution • Provide timely follow-up and follow-through • Collaborate with multiple teams (internal and external) • Document details related to the nature of customer contacts • Contribute to achieving Key Performance Indicators by meeting quality, production, and attendance standards

• Answering Billing Questions • Service questions about service dates and service providers • Responding to customers on online chat • Job site service issues • Transferring live calls to field managers • Cancel services - transfer live calls to field managers • Handling outbound calls • Providing terms of service calls • Providing customers with repair timelines • Contact customers regarding declined payments • Aid in rescheduling services • Support Field Managers as needed

Qualified Medical Technologist / Lab Technicians will be responsible for providing phone support during non-business hours, weekends and holidays to patients/ healthcare personal on medical device product. This Clinical Phone Support Specialist role allows you to utilize your experience in a way that does not involve patient care. Depending on your current schedule, this type of role can work in conjunction with your current position. Additionally, you will receive exposure to the medical device industry with the potential for long-term career growth in the field. This role is a remote position that will require access to internet and availability to work non-business hours. Responsibilities: - Provides customers with service and product troubleshooting via telephone and email. Troubleshooting includes Clinical Diagnostics - Provides documentation of calls in CRM system; escalates issues requiring further investigation. - Performs technical and application support needed for after-hours on weekdays, weekends, and holidays - Participate in 10 weeks training curriculum - Flexible and able to handle multiple tasks. - Strong verbal and written communication skills. - IQVIA Consultants will be tasked with replying to inbound customer calls within 30 minutes of being notified 98% of the time. In the event IQVIA Consultants are unable to respond to customers within the 30-minute window, IQVIA will communicate this feedback to the client as soon as possible. - Be available during non-business hours (5:00pm-5:00am PST), Weekend Coverage (5:00pm Friday - 5:00am Monday PST), Saturday (5:00am - 1:00pm PST) Benefits: In addition to working with a company that strives to provide employee growth and opportunity, employees have the opportunity to: - Develop strong leadership skills and interact with peers in the healthcare setting without patient care responsibilities - Be at the forefront of cutting edge medical device technology - Gain professional growth and exposure to medical device industry - Access to continuing education via IQVIA Learning Center Job Requirements: - 3-5+ years of related lab experience required - Strong experience in RT-PCR preferred but not required - Virology experience helpful - Med Tech / clinical lab technician background helpful - Ability to troubleshoot Laboratory Information Systems interfaces and to network computers is helpful - Demonstrate ability to handle inbound and outbound calls with professionalism while delivering high‑quality customer support - Cytology experience helpful - Leadership experience is a plus - Strong communication skills both verbal and written - Duties may require compliance with client requirements that all those performing services on-site be fully vaccinated​ ​ The pay range for this role is $20-$30 hourly. The actual pay will vary based on factors like candidate qualifications and competencies. Certain roles are eligible for annual bonus, sales incentives and/or stock. Benefits may include healthcare, retirement, paid time off, and more. #LI-Remote #LI-CES IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism. The potential base pay range for this role is $30.00 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

Patient Experience GreeterAbout City of Hope, City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas. The successful candidate: Job Summary The Patient Experience Greeter, will answer all inbound calls in a warm, patient-focused, and efficient fashion, intending to create a delightful first impression for each caller. This approach will be in alignment with City of Hope Mission, Vision, and Values. The Greeter’s primary responsibility is to discern the nature of the call and to determine the best pathway for the caller. Such calls may include wrong numbers, sales calls, employment related matters, attempting to contact a provider site, or other miscellaneous calls. Essential Functions: - Answer all inbound calls coming into contact center - Determine the Correct Path for Caller - Advancing caller to the correct site/department with a warm hand-off - If caller has a general inquiry (e.g. directions to center), greeter will be responsible for providing accurate information - Document disposition in system - In order to address established patient need, lookup patient in Customer Relationship Management (CRM) or Electronic Health Record (EHR) systems - Fully versed on patient safety and patient privacy protocols (e.g. HIPAA regulatory standards) - Maintain call answer speed, abandon rates, and other performance standards at or above the service level Job Qualifications - Education: High School Diploma required; undergraduate degree preferred - Experience: Customer service experience preferred; Wholly supportive of patient empowerment with a demonstrated commitment to the highest level of customer service. Experience managing interactions in a fast-paced and high volume call environment. - Skills: Excellent telephone presence and skills; active and compassionate listener; organized communicator with superb attention to detail; Strong interpersonal skills for interacting with patients, caregivers, physicians, and other internal/external customers. Microsoft Office suite, Familiarity with SalesForce (CRM) and EHR a plus. Superior ability to use computer systems . - Physical Demands: Setup of workstation at home City of Hope is an equal opportunity employer. To learn more about our comprehensive benefits, click here: Benefits Information City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.