Ucbcares Engagement Partner

Make your mark for patients

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 role

You 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 with

You 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 following

Minimum 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! 

About us 
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are over 9.000 people in all four corners of the globe, inspired by patients and driven by science. 

Why work with us? 
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential. 

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.

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable federal, state, or local law. UCB invites you to voluntarily self-identify during the application process. Provision of self-identification information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your application for employment, your employment with UCB, or otherwise subject you to any adverse treatment. Any information you provide will be considered confidential and will be kept separate from your application and/or personnel file and will only be used in accordance with applicable laws, orders, and regulations.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [email protected] for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.