Medical Customer Service Representative - Remote

Overview

Trials24 accelerates patient recruitment to help biopharmaceutical companies and CROs complete their clinical trials on time and bring innovative drugs to patients faster.

In Short

• Contact patients via email and phone, including information, forwarding, and follow-up.
• Document all patient interactions and relevant insights in the designated systems.
• Structured collection and forwarding of patient feedback.
• Support in creating process-related documentation such as work instructions.
• Take on additional operational tasks to support daily business as agreed.
• Analyze and share patient feedback and relevant insights to optimize studies, sponsor satisfaction, and internal services.
• Evaluate and improve patient information materials based on practical experiences in patient contact.
• Contribute to the creation and development of internal knowledge articles.
• Assist in the development, implementation, and optimization of processes and templates in the Patient Companion Service.
• Take on project-related strategic tasks for company development in coordination with a supervisor or mentor.
• Translate and linguistically review study-related templates and text modules into German.

Requirements

• Fluent German (native) and English at least at C1 level (business language).
• Experience in handling customer inquiries via phone and email, ideally in a call center.
• Completed training or studies in a medical profession.
• Great interest in medical topics.
• Strong organizational and communication skills aimed at providing first-class service for patients.
• Proficient PC skills and IT affinity.
• Separate, undisturbed workspace and willingness to work with a 27-inch monitor in one location.
• At least 25 Mbps DSL connection (download) and 5 Mbps (upload).

Benefits

• By contributing to medical research, you promote significant innovations.
• Become part of a dynamic, international corporate culture with a pleasant working atmosphere.
• Enjoy the benefits of a secure full-remote position.
• Receive intensive onboarding in the home office during the first 3 weeks.
• Advance your career through personal development opportunities.
• Regular working hours Monday – Friday from 9 AM to 6 PM.
• Experience team events both online and in person.
• Achieve a balanced work-life balance through remote work.