Role Overview:

As a Call Center Patient Support Program Specialist, you will serve as the first point of contact for patients interested in enrolling in our support programs via phone calls and emails. Your role involves guiding patients through the enrollment process, ensuring compliance with eligibility criteria, and providing clear explanations of program steps.

You will conduct regular follow-up calls to support medication dispensation, respond promptly and accurately to patient inquiries using approved scripts, and report any issues—including adverse events or product-related complaints—within one business day. Maintaining accurate records and ensuring proper archiving of patient data in line with program protocols and data privacy regulations is essential.

Additionally, you will uphold program quality standards and maintain consistent communication with contracted partners and stakeholders to ensure seamless medication delivery.

Key Responsibilities:

• Obtain patient consent and introduce program details based on eligibility.
• Conduct follow-up calls to support medication dispensation.
• Respond to patient inquiries promptly using approved communication scripts.
• Report adverse events or product complaints within one business day.
• Maintain accurate and up-to-date records, ensuring compliance with data privacy regulations.
• Collaborate with partners and stakeholders for smooth medication delivery.
• Adhere to program guidelines and quality standards.

Qualifications:

• Education: Bachelor’s degree in a healthcare-related field (preferably Pharmacy).
• Experience:
  • 6 months–1 year in Patient Support Programs (PSP), and/or
  • 1–2 years in call center, customer service, or healthcare support.
• Languages: Fluency in Arabic and English.
• Technical Skills: Basic computer literacy (MS Office: Excel and Word).
• Soft Skills:
  • Strong communication and active listening.
  • High empathy and patience with diverse patient populations.
  • Ability to counsel clients across ages, cultures, and education levels.
  • Resilience under stressful conditions.

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