• Make high-volume inbound and outbound auction-related calls using approved scripts • Clearly explain auction details, deadlines, and next steps • Document call outcomes and tenant responses accurately in the system • Complete multiple call attempts and follow required follow-ups • Handle sensitive or escalated conversations with empathy and professionalism • Stay compliant with timelines, legal requirements, and internal policies • Flag trends, issues, or concerns to team leads • Jump in on additional outbound call projects as business needs shift

• Make high-volume inbound and outbound auction-related calls using approved scripts • Clearly explain auction details, deadlines, and next steps • Document call outcomes and tenant responses accurately in the system • Complete multiple call attempts and follow required follow-ups • Handle sensitive or escalated conversations with empathy and professionalism • Stay compliant with timelines, legal requirements, and internal policies • Flag trends, issues, or concerns to team leads • Jump in on additional outbound call projects as business needs shift

• Make high-volume inbound and outbound auction-related calls using approved scripts • Clearly explain auction details, deadlines, and next steps • Document call outcomes and tenant responses accurately in the system • Complete multiple call attempts and follow required follow-ups • Handle sensitive or escalated conversations with empathy and professionalism • Stay compliant with timelines, legal requirements, and internal policies • Flag trends, issues, or concerns to team leads • Jump in on additional outbound call projects as business needs shift

Role Description Provide consistent customer service support to all stakeholders for the assigned program(s). - Handle inbound and outbound contacts from various sources (patients, healthcare providers, etc.) related to a specific and/or multiple UBC programs, as applicable. - Working knowledge of program guidelines, medication, or disease being referenced in call scripts. - Conduct communication through various channels (phone, fax, email) to retrieve data or to address discrepancies in data received. - Complete full follow-up with regards to missing information from stakeholders, including data entry process, as applicable, documentation, and safety reporting per program guidelines. - Apply corrections and/or updates in the secured program applications and/or CTMS and appropriate documents, which have been identified through data verification or follow-up calls. - Escalate potential problems or issues that require management’s immediate attention and provide a summary with appropriate detail to his/her direct supervisor. - Document all communications in the appropriate application contact log in an accurate, concise, and timely manner as defined in the Standard Operating Procedures and/or Project Specific Procedures. - When applicable, may assist in the process to recruit or initiate sites and coordinate launch activities. - Ensure all assigned project tasks are completed. - Provide new and/or updated training materials as needed. - Responsible for ensuring all program compliance duties (including re-education of stakeholders, documentation of non-compliant event, review of alerts/reminders, and healthcare provider follow-up) are completed. - When applicable, may be responsible for preparation of program compliance materials for client meetings. - When applicable, may be responsible for preparation and shipping of program materials and documenting action within the appropriate application/s. - When applicable, may be responsible for processing honorarium. - Review documents for program standards and take appropriate action. - Ensure data entry, filing, and data confirmation are completed accurately and in a timely manner, as applicable. - Other duties as assigned by the Program Manager, Associate Program Manager, Associate Manager, Coordinating Center, and/or Senior Manager, Coordinating Center and as determined by UBC SOPs. Qualifications - High School Graduate; some college preferred - 3+ years of relevant experience - Customer service experience preferred - Proficient in multitasking and ability to prioritize tasks - Proficiency with personal computers including Microsoft Office - Excellent written and verbal communication skills - Ability to work on complex programs or multiple programs at the same time requiring critical thought processing - Ability to adapt in a dynamic work environment - Ability to maintain accurate information and make decisions with minimal supervision - Ability to work a flexible schedule that could include 24/7 on call coverage shifts Benefits - Remote opportunities - Competitive salaries - Growth opportunities for promotion - 401K with company match* - Tuition reimbursement - Flexible work environment - 20 days PTO, accrued - Paid Holidays - Employee assistance programs - Medical, Dental, and vision coverage - HSA/FSA - Telemedicine (Virtual doctor appointments) - Wellness program - Adoption assistance - Short term disability - Long term disability - Life insurance - Discount programs