Junior Consumer Support Navigator (Part-Time)

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.

The Power of Ostro at Veeva
As part of our commitment to innovation, Ostro is now a specialized division within Veeva, serving as the leader in AI-powered omnichannel engagement. We are transforming how life sciences connect with the people who need their innovations most—bridging the gap between those who make medicines and the patients and providers who use them. By joining this team, you’ll work with patent-pending AI technology to make healthcare information as seamless and intuitive as the world’s best consumer experiences.

 

Reporting to the Manager, Nurse Navigator Operations and Training (MNNO&T), the Junior Consumer Support Navigator (CSN) is a webchat and call center specialist who is responsible for providing inbound and outbound customer (consumer) support in a Life Sciences (Biotech) environment. In addition, the focus of the CSN is to ensure that the activities of the CSN contribute to the MNNO&T’s overall program objectives.

This role averages 17–25 hours per week. Our goal is to grow volume and budget in a way that allows per diem team members to transition into full-time roles over time.

Assists the Nurse Navigator (NN) Team by answering incoming webchat and telephonic consumer inquiries/interactions in a professional manner following client guidelines and business rules

Perform outgoing webchats in professional manner following client guidelines and business rules

Responds to consumer inquiries and provides education or information to answer questions utilizing Client approved FAQ documents

Identify and escalate priority issues to assigned manager and/or Nurse Navigator

Display exemplary phone/chat etiquette utilizing approved FAQ documents

Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations

Completes all necessary compliance training in specified timeframe

Understands and utilizes telephony system and records appropriate information in the Ostro database in accordance with customer business rules and training

Documents all call/webchat information in Ostro’s database system

Identifies and reports AE/PQC/SS in accordance with Ostro and client guidelines

Active LPN licensure required

Must be available to work 20 hours per week and evenings until 8:00pm EST. Our full hours of service are Monday - Friday 8:00am - 8:00pm EST

Must reside in one of the following states: Arizona, Connecticut, Delaware, District of Columbia, Florida, Illinois, Iowa, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Texas, Virginia

1+ year experience in a call center within life sciences, healthcare or patient support program preferred

Google Drive Platform experience a plus

Excellent verbal and written communication skills

Excellent listening skills 

Strong organizational skills

Ability to multitask, take direction, and maintain prioritization

Excellent follow-up skills

Must have strong computer skills

Must be able to type 35 wpm

Spanish fluency a plus

Interest in full-time opportunities in the future is a plus

Medical, dental, vision, and basic life insurance

Flexible PTO and company paid holidays

Retirement programs

1% charitable giving program

Base pay: $22 - $28 per hour

The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.