Licensed Healthcare Customer Care Representative

Summary

The role of Licensed Healthcare Customer Care Representative is to deliver superior support for customer service experiences to consumers contacting the Kenvue Consumer Care Center via phone, email, and mail.. In doing so, he or she ensures that all consumer interactions are documented with high reliability and quality. The Licensed Healthcare Customer Care Representative also provides management support in the areas of quality assurance and training.

Other duties may be assigned.

• Ensure 100% of consumer interactions are reviewed and assessed on quality of information captured in a designated database on a daily basis.
• Complete requested follow-up action on consumer interactions.
• Identify and document serious contacts as defined in SOPs. Escalate to management as appropriate.
• Handle and escape interactions as needed.
• Provide support for Care Specialists as needed.
• Provide reconciliation and quality oversight of consumer interactions.
• Establish and maintain a high-level of knowledge of Kenvue products and services, across multiple business units.
• Establish and maintain strong competencies with all computer systems and processes involved in the handling of consumer interactions within the Kenvue Consumer Care Center.
• Manage consumer-reported adverse events, product complaints, and consumer questions and comments on the telephone and through e-mail, mail and social media.
• Build rapport and loyalty with consumers through exceptional verbal and written interactions. Be compassionate and skillful in ensuring caller’s needs and expectations are met and exceeded.
• Formulate and ask probative questions to effectively elicit information required in product safety and quality assessments as well as regulatory reporting while taking care not to influence or introduce bias into the caller’s description of the event.

• Handle sensitive and private information in accordance with regulatory requirements and follow applicable Standard Operating Procedures (SOP) and Work Instructions (WI).
• Will not provide medical advice or counsel to consumers.
• Report identified Consumer Care Center training needs and system errors/discrepancies to the Team Lead.
• Work with all levels of the organization.
• Achieve and maintain the department and client metrics.
• Complete other tasks as deemed appropriate by leadership.
• Assist with special projects as needed (i.e. Medical Claims and Legal Document Review, quality oversight, etc.).
• Assist in the development and delivery of training programs.
• Monitor call flow and queue activity as required.
• Identify process improvement opportunities and recommend solutions.
• Participate in meetings. Follow applicable Standard Operating Procedures (SOP) and Work Instructions (WI)
• Adhere to applicable Program, Client and Corporate policies, procedures and work instructions. Manage Consumer/Health Care Professional/Regulatory contacts relating to US and/or Canadian drug, medical device, cosmetic and/or dietary supplement products and/or their proper use, contraindications, adverse events/complaints, formulation, distribution and/or recall.
• Accurately assess issues and, based on analysis, assign adverse event/product quality pharmacovigilance subject code(s) to conform to Client, U.S. Food and Drug Administration (FDA), Health Canada and Med Watch pharmacovigilance reporting standards and regulations.
• Apply good documentation principles conforming to U.S. FDA’s 21 CFR 210, 211 Current Good Manufacturing Practice for Finished Pharmaceuticals (cGMP) and 21 CFR 820 Quality System Regulation to clearly and accurately record contact/product data, contact verbatim, medical information, pharmacovigilance subject codes, and dates/reasons for any changes in proper database/paper locations…