The Veterinary Technician provides customer-centric, value added support to client’s US Commercial Operations through the conveyance of scientific and medical information on PAH products and supporting programs to all call center contacts, while assuring that tracking and reporting of alleged adverse events of client’s products complies with current pharmacovigilance requirements and standards. Accomplishments of these goals must comply with applicable laws, pharmacovigilance requirements and standards, regulations and Client (Zoetis Animal Health) and Touchpoint policies.
Receive incoming phone calls from internal and external customers, provide technical support and emphasize service/promote positive customer relations with every customer encounter.
Document all product experience reports accurately and according to specified guidelines; determine reportability in accordance to client’s Regulatory guidelines; ensure reporting within regulatory timelines.
Ensure that appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigations, responses to inquiries and complaints, follow-up and the proficient use of the Pharmacovigilance database.
Maintain thorough knowledge of all marketing programs, knowledge of all client products including indications and disease states, and all client Satisfaction Guarantee Programs (offer input on program and process improvements).
Maintain knowledge of VMIPS processes and working practices.
Maintain proficiency with the use of the Pharmacovigilance database.
Maintain familiarity with veterinary clinical operations and terminology to maximize the ability to relate to situations encountered by customers.
Participate in and successfully complete initial and ongoing training and product certification.
Participate in and contribute to team meetings.
Ensure a close and cohesive workflow with VMIPS Product Support Associates and Companion Animal Veterinarians and Livestock Veterinarians.
Remain proficient in Product Support processes that may include training, QA/QC, referral agency reporting, filing, literature fulfillment, CCPRs, Pharmacovigilance database.
Communicate to manager regarding training and educational resource needs.
Communicate with Touchpoint manager, other team members and Touchpoint Client Services on project’s progress, as required.
Model and maintain professionalism and positive impression with client and client’s customers.
Attend team meetings when requested.
Fully comply with all laws, regulations and Publicis Touchpoint Solutions Policies, Code of Conduct, all privacy and data guidelines and relevant state and federal laws and regulations.
Other duties as assigned by the manager.
CVT certification in Animal Health Technology - Active Pennsylvania license (in good standing)
Minimum of 2 years of clinical, industry or academic experience.
Prior call center experience preferred.
Experience with pharmacovigilance and/or experience with industry regulatory obligations preferred
Additional Salary Information: great benefits available
About Publicis Touchpoint Contract with Zoetis Animal Health
Publicis Touchpoint Solutions (Touchpoint) designs and implements customized, cross-channel, healthcare sales, service, and communications teams to achieve our clients’ goals. From in-field to inside and from promotional to clinical, our centers-of-excellence include field sales and service, live video detailing, inside credentialed sales specialists, inside sales and service, clinical health educ...ators, and medical science liaisons. Touchpoint provides the human touch to precision cross-channel messaging delivered at the right time and through the right channels to achieve maximum impact. Website: http://www.touchpointsolutions.com/Twitter: http://twitter.com/pTouchpointLinkedIn: http://linkd.in/pTouchpoint We offer a competitive hourly salary and benefits. Publicis Touchpoint Solutions is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however; only qualified candidates will be contacted.