Part-Time Junior Consumer Support Navigator

About the position At Ostro, we are transforming how life sciences connect with the people who need their innovations most. We help millions live healthier lives by bridging the gap between those who make medicines, treatments, and diagnostics — and those who take them. Our patent-pending AI technology powers personalized healthcare journeys that make access to trusted information as seamless and intuitive as the best consumer experiences. As the leader in AI-powered omnichannel engagement for life sciences, Ostro is trusted by a majority of the world’s top 20 pharmaceutical companies. We are not your typical life sciences company. Our team brings together experts from leading healthcare and life sciences organizations alongside product and engineering talent from some of the world’s most innovative technology companies. This mix of scientific, regulatory, and consumer expertise allows us to reimagine how information flows between patients, providers, and the brands that serve them. We are a remote-first team united by curiosity, honesty, and a shared passion for improving healthcare. We call ourselves Ostronauts — explorers building the future of life sciences together. If you thrive in a collaborative, fast-moving environment and want your work to make a measurable impact on global health, come join us as we shape the next era of intelligent life sciences commercialization. WHAT DO YOU HAVE TO LOOK FORWARD TO? Reporting to the Manager, Nurse Navigator Operations and Training (MNNO&T) the Junior Consumer Support Navigator (CSN) is a webchat and call center specialist who is responsible for providing inbound and outbound customer (consumer) support in a Life Sciences (Biotech) environment. In addition, the focus of the CSN is to ensure that the activities of the CSN contribute to the MNNO&T’s overall program objectives. This role averages 17–25 hours per week. Our goal is to grow volume and budget in a way that allows per diem team members to transition into full-time roles over time.

Responsibilities

• Assists the Nurse Navigator (NN) Team by answering incoming webchat and telephonic consumer inquiries/interactions in a professional manner following client guidelines and business rules
• Perform outgoing webchats in professional manner following client guidelines and business rules
• Responds to consumer inquiries and provides education or information to answer questions utilizing Client approved FAQ documents
• Identify and escalate priority issues to assigned manager and/or Nurse Navigator
• Display exemplary phone /chat etiquette utilizing approved FAQ documents
• Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
• Completes all necessary compliance training in specified timeframe
• Understands and utilizes telephony system and records appropriate information in the Ostro database in accordance with customer business rules and training
• Documents all call/webchat information in Ostro’s database system.
• Identifies and reports AE/PQC/SS in accordance with Ostro and client guidelines

Requirements

• Active LPN licensure required
• Must be available to work most evenings until 8:00pm EST. Our full hours of service are Monday - Friday 8:00am - 8:00pm EST.
• 1+ year experience in call center within life sciences, healthcare or patient support program preferred
• Excellent verbal and written communication skills
• Excellent listening skills
• Strong organizational skills
• Ability to multitask, take direction, and maintain prioritization
• Excellent follow-up skills
• Must have strong computer skills
• Must be able to type 35 wpm

Nice-to-haves

• Google Drive Platform experience a plus
• Spanish fluency a plus
• Interest in full-time opportunities in the future is a plus

Benefits

• Impacting the future of healthcare - your innovations could very likely become the new norm for millions of people.
• Working alongside the founders of the company. If you have any entrepreneurial desire to start your own company in the future, you will see first-hand what it takes.
• 100% fully remote but with frequent opportunities to collaborate in-person.
• Open communication - we believe in being transparent and radically honest with no retaliation.

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