The Inside Sales Representative II (ISR II) services a defined list of healthcare professionals in support of our client’s product promotional efforts through telephone, email and fax. The ISR II will utilize an approved call guide, as well as, marketing and sales aids, such as brochures and patient education sheets, to accomplish the sales objective for the specific target audience.
KEY RESPONSIBILITIES:
Produce positive business outcomes for clients by achieving or exceeding performance goals and objectives
Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers and sales representatives via outbound/inbound phone calls, emails or other digital channels
Responsible for building/confirming HCP demographics, including capturing profiling answers about the practice, other healthcare professionals at that practice and servicing the requests of the practice according to business rules
Demonstrates the product knowledge to detail and “up sell” all products in the portfolio and to evaluate whether the customer qualifies for offers according to business rules
Utilize training and approved materials to deliver comprehensive, skilled sales presentations based on program goals, target profiles and target needs.
Successfully deliver presentations via multiple digital media and channel, i.e. co-browsing, video details, video and WebEx conferencing, phone, email etc.
Contact and deliver presentations to a defined list of HCPs within assigned territories
Work without a call script, following call guidelines and adjusting content of sales presentation based on current plan of action (POA) or appropriate message for target, based on previous discussions/behaviors
Understands and utilizes Telephony and CRM systems to maximize efficiencies
Capture information accurately and completely as outlined in the program business rules and update systems appropriately
Be flexible, organized, and able to comply with constantly changing business rules, processes, products, and literature offerings
Able to balance priorities and work with team members to adjust workload to ensure coverage of all territories
Prioritize and plan work activities, use time efficiently, set goals and objectives and organize daily work schedule to ensure consistent coverage of accounts via the telephone based on established program objectives
Organize and prioritize calls for existing or potential sales targets based on target potential and target needs
Share feedback about customer and sales rep request trends and overall suggestions for improvement with supervisor
Handle potentially negative situations with customers and sales representatives with tact and diplomacy
Investigate issues that cannot be resolved at the time of the initial call and follow through until resolution
Escalate issues to the appropriate parties, when necessary
Participate in extensive product training, development programs and ongoing studies of product and disease states.
Adhere to training, territory management, compliance, reporting and regulatory requirements
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB REQUIREMENTS:
EDUCATION AND EXPERIENCE:
Two (2) to four (4) years of demonstrated sales success in a business to business environment.
Bachelor’s Degree or equivalent experience
Call Center Experience
Experience working in a highly regulated industry
Experience working in a healthcare environment (e.g. hospital, healthcare practitioner office, clinic, etc.)
Experience with HIPAA, PDMA, cGMP, OPDP adverse events and reportable product complaints
Bi-lingual, English and Spanish
KNOWLEDGE, SKILLS & ABILITIES:
Demonstrated motivation for sales, meeting sales goals, prospecting and closing
Ability to create Wow Customer Experiences
Excellent written and oral presentation skills
Excellent active listening skills
Ability to learn quickly, absorb diverse information and demonstrate strong attention to detail
Ability to quickly establish rapport/relationships to build trust and confidence over the telephone
Ability to deliver skilled sales presentations
Demonstrates persistence and overcomes obstacles
Demonstrated gatekeeper skills and the ability to navigate a physician’s office via the telephone
Demonstrates accuracy and thoroughness
Demonstrates the ability to promote quality and identify areas for improvement
Demonstrated problem-solving and decision-making skills
Ability to accurately convey information within program guidelines
Demonstrates some knowledge of medical, healthcare or pharmacy terminology
Demonstrated time management skills
Ability to learn, understand and utilize complex information, including product information and disease states
Compliance with all internal and external regulatory standards and training
Demonstrated technical aptitude and computer skills including proficiency in Microsoft Word, Excel, and PowerPoint and the ability to leverage digital technology and resources
Experience participating in video conferencing
Ability to work independently and as a productive part of the team with little direction from the Manager
Adaptable, flexible, and readily adjusts to changing departmental and business needs.
Ability to prioritize work depending on territory objectives
PHYSICAL DEMANDS:
Ability to remain seated for long periods of time while using the telephone and computer for order entry
Extensive keyboarding, switching from multiple applications and use of phone is necessary to be successful. (Headsets are available for hands-free phone capability)
Noise and/or vibrations exposure
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The expected base pay range for this position is $23.00-25.00/per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.
CareTria is an Equal Opportunity Employer.