UCB CARES Engagement Partner

Make your mark for patients

We are looking for a UCB Cares Engagement Partner (Customer Support Partner) who is customer focused, self-motivated, and team oriented to join our team of customer care professionals within UCB Cares, based in our office in the Atlanta, GA area (or possibly inclusive of Research Triangle Park (RTP), NC).

About the role:

The UCB Cares Engagement Partner will receive, respond, and document Customer Requests related to Customer Support, and on label consumer product inquiries. Participate in the intake of Product Quality Complaints regarding all UCB's products and ensures follow-throughs for all related documentation and customer follow-up. Communicates accurate and timely on label product information with a primary focus on Patients/Caregivers while handling HCP requests as appropriate.

Who you'll work with:

You will work closely with a variety of internal and external stakeholders, including medical colleagues, patient safety, quality assurance, regulatory, patient support programs, compliance and supply chain in order to identify and deliver solutions and outcomes to support patients being treated with our medications.

What you'll do:

• Receive incoming Customer Service requests and product complaint inquiries via telephone, e-mail, or fax, from patients, and caregivers regarding all UCB products.
• Respond to on label product inquiries in a timely manner utilizing approved materials (e.g., Prescribing Information, and FAQs).
• Escalate appropriate inquiries including Adverse Event intake to the UCB CARES Science Partner, Medical Information colleagues or Head of UCB CARES, U.S.
• Assist with inquiries concerning special promotions and/or information regarding specific product inquiries (e.g. product discontinuation, product availability).
• Document all incoming inquiries, and reports of Product Quality Complaints in the Enquiry Intake Database in accordance with applicable SOPs.
• Maintain relevant product knowledge regarding UCB's products and share customer insights with the UCB CARES leadership.

Interested? For this role we're looking for the following education, experience and skills:

• Bachelor's degree (or higher) with healthcare related background preferred.
• 2+ years of relevant contact center experience or Customer Service experience preferred.
• Background in CNS, Immunology, or rare disease is helpful.
• Proven track record of advanced phone call handling techniques, customer inquiry databases and working effectively in a team environment.
• Must have tangible examples of self-motivation, professional demeanor and ability to handle internal and external customers.

This positions reasonably anticipated base salary range is $67,800 to $88,900 per year. The actual salary offered will take into account internal equity and may also vary depending on the candidate's geographic region, job-related knowledge, skills, and experience, among other factors.

Are you ready to 'go beyond' to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!

About us
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.

Why work with us?
At UCB, we don't just complete tasks, we create value. We aren't afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equitable opportunities to do their best work. We 'go beyond' to create value for our patients, and always with a human focus, whether that's on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.

As an Equal Opportunity Employer, we are open to all talent, and adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on US-Reasonable_Accommodation@ucb.com for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.