# Bilingual Call Center Agent (US healthcare management) **Company**: IQVIA **Location**: Santiago, Chile **Job type**: full-time **Category**: Customer Service **Industry**: Healthcare **Apply**: https://iqvia.wd1.myworkdayjobs.com/en-US/IQVIA/job/Santiago-Chile/Panel-Administrator-Specialist_R1554090?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_cf68ba89-ea5 ## Description We are seeking a Bilingual Call Center Agent (US healthcare management) to develop and maintain relationships with Healthcare Professionals (HCPs) to drive program compliance. This high-touch, service-centric model builds on a one-on-one relationship to encourage practitioner participation at a higher frequency and over the long term. As a specialist, you will support panel operations through participant administration, engagement activities, communication management, data maintenance, and incentive processing support. **Panelist Administration** - Develop and execute personalized outreach programs (email, phone, SMS) for specific lists of panelists. - Deliver high-quality customer service through a niche skill set understanding HCP practice dynamics. - Maintain accurate and current participant records within designated systems. - Update participant profiles, account statuses, and related information as required. - Monitor participant activity and identify accounts requiring follow-up or intervention, then develop tactical, panelist-level engagement plans. - Ensure participant data is maintained in accordance with operational standards and quality requirements. **Panelist Communication and Engagement** - Conduct participant outreach through layered communication channels, including phone, email, text, or mobile app messaging. - Drive incremental engagement and data collection year over year through a thorough understanding of assigned panelists' personal details and preferences. - Perform follow-up activities to support participant engagement, retention, and program participation. - Respond to participant inquiries in a professional and timely manner. - Escalate participant concerns, issues, or inquiries to appropriate personnel when necessary. **Panel Recovery and Retention** - Execute outreach campaigns targeting inactive or unresponsive participants with nuanced communications targeted at performance and incentives to regain data volume. - Support participant recovery initiatives designed to improve engagement and participation rates. - Document outreach efforts, participant responses, and recovery outcomes. - Collaborate with management to identify opportunities to improve retention and engagement activities. **Data and CRM Management** - Accurately document participant interactions within CRM and operational systems. - Maintain detailed records of communication attempts, outcomes, and status changes. - Verify and update participant information to ensure data accuracy and completeness. - Adhere to data governance, privacy, and compliance requirements. **Incentive and Payment Administration Support** - Support manual incentive, honoraria, and payment processing activities. - Prepare and submit required documentation for payment approval and processing. - Assist with tracking payment status and resolving payment-related issues. - Coordinate with management, finance, and cross-functional teams regarding payment processes and approvals. **Operational Support** - Follow established Standard Operating Procedures (SOPs), work instructions, and operational guidelines. - Assist with continuous improvement initiatives and process enhancement activities. - Generate, maintain, and organize operational records and supporting documentation. - Support reporting activities by ensuring records are accurate, complete, and timely. **Qualifications** - Associate degree, Bachelor's degree, or equivalent combination of education and relevant experience preferred. - 1-3 years of experience in customer service, participant management, panel operations, administrative support, contact center operations, or a related field preferred. - Experience working with CRM, participant management, or customer engagement systems preferred. - Strong verbal and written English level. - Excellent organizational and time-management abilities. - Strong attention to detail and commitment to data accuracy. - Ability to manage multiple priorities in a fast-paced operational environment. - Strong documentation and recordkeeping skills. - Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and Teams. - Ability to learn and utilize CRM, panel management, and operational systems. - Demonstrated problem-solving and critical-thinking skills. - Ability to work independently while effectively collaborating with cross-functional teams. - Commitment to maintaining participant confidentiality and data privacy standards. **Key Performance Indicators (KPIs)** - Accuracy and completeness of participant records. - Timely completion of outreach and follow-up activities. - Documentation quality and compliance with SOP requirements. - Participant engagement, response, and reactivation rates. - Timely and accurate support of incentive and payment processes. - Adherence to established operational procedures and quality standards For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - English - CRM - Microsoft Office - data analysis - problem-solving - communication ### Nice to have - Spanish - customer service - participant management - panel operations - administrative support --- Source: [Apply at iqvia.wd1.myworkdayjobs.com](https://iqvia.wd1.myworkdayjobs.com/en-US/IQVIA/job/Santiago-Chile/Panel-Administrator-Specialist_R1554090?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)