Senior Specialist, Shared Services Management – Medical Team Member

MSD

Customer Service Management specialist managing inquiries from Healthcare Providers for a global health care leader. Drive and implement remote customer service engagements across various channels.

Posted 7/9/2026full-timeRemote • North Carolina, Pennsylvania, Texas • 🇺🇸 United StatesSenior💰 $106,200 - $167,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong scientific acumen and exceptional customer service skills while effectively managing multi-channel communications and ensuring compliance with quality and productivity metrics. Proficient in summarizing clinical trial information and addressing customer inquiries with attention to detail.

Highest-signal resume keywords

Bachelor’s DegreeHealthcare Professional Degree (RN/BSN)Scientific AcumenExceptional Customer Service SkillsStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Scientific Information SummarizationTyping SkillsKnowledge of Prescribing InformationDocumentation of Adverse EventsMulti-Channel Communication Management

Soft Skills

Active ListeningCustomer-Centric FocusAttention to Detail

Certifications & Qualifications

Certification Upon Completion of Training

Industry Keywords

Healthcare ExperiencePharmaceutical Field SalesCustomer Experience ManagementCompliance MetricsQuality Metrics

About the role

Key responsibilities & impact

Resolve customer questions and concerns effectively and efficiently through active listening
Respond to our company's National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and company databases.
Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires
Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints
Ensures the delivery of the desired customer experience for all customer/employee engagements
Manage development and execution of both internal and external stakeholders’ multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations
Implement new strategies, share status of operations and key performance metrics, and manage escalated issues
Manage escalated customer requests to resolution and continually enhance the customer experience to achieve operational excellence

Requirements

What you’ll need

Bachelor’s degree (BA/BS)
Healthcare Professional Degree (e.g. RN/BSN) or equivalent healthcare experience
Healthcare experience or experience as a pharmaceutical Field Sales Representative
Ability to work the required hours for this role: 11:00 AM - 7:00 PM EST
Scientific Acumen
Exceptional Customer Service skills & experience
Strong communication; written & verbal
Ability to summarize clinical trial/scientific information
Customer-centric focus
Attention to detail
Good typing/computer skills
Ability to understand scientific information contained in Prescribing Information for products
Must pass certification upon the completion of training to demonstrate proficiency in role
Meet all compliance, quality and productivity metrics

Benefits

Comp & perks

medical, dental, vision healthcare and other insurance benefits (for employee and family)
retirement benefits, including 401(k)
paid holidays
vacation
compassionate and sick days