We are looking for a ucbCARES Engagement Partner who is empathetic, organized, and customer focused to join our ucbCARES team, based out of our US Headquarters near Atlanta, GA.
About the roleYou will receive, respond to, and document customer support requests and on-label product inquiries. You will also support product quality complaint intake, customer follow-up, and accurate, timely communication, with primary emphasis on patients and caregivers while assisting healthcare professionals as appropriate.
Who you'll work withYou will work with patients, caregivers, healthcare professionals, ucbCARES leadership, Medical Information colleagues, and internal partners. Together, the team responds to customer needs, shares meaningful insights, and supports consistent documentation and follow-up within approved procedures.
What you'll do- Respond to customer service requests and product quality complaint inquiries.
- Provide timely, approved information for on-label product inquiries.
- Escalate safety reports and specialized inquiries to appropriate colleagues.
- Document inquiries and complaints according to approved procedures and timelines.
- Support patient assistance questions using advanced customer service skills.
- Maintain product knowledge and share customer insights with leadership.
Interested? For this role we're looking for the followingMinimum requirements- Bachelor's degree or equivalent healthcare-related education and experience.
- Up to two years of clinical, patient education, or support experience.
- Customer service or patient-facing experience with strong communication skills.
- Experience documenting interactions in customer relationship management systems.
Preferred requirements- Pharmacy technician or case management background.
- Central nervous system, immunology, or rare disease knowledge.
- Experience using customer inquiry databases and advanced telephone techniques.
- Proficiency with Microsoft applications and multiple-task prioritization.
- Team orientation, self-motivation, professionalism, and customer influence skills.
Salary:This position's reasonably anticipated base salary is $72,000 to $95,000. The actual salary offered will consider internal equity and may also vary depending on the candidate's 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!
At UCB, we've embraced a hybrid-first approach to work, bringing teams together in local hubs to foster collaborative curiosity. Unless explicitly stated in the description or precluded by the nature of the position, roles are hybrid with 40% of your time spent in the office.
