Support Associate, Centralized Support Team

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The Client Operations Support Associate is responsible for managing their assigned focus area of the order
monitoring, PLIT’s and reporting processes for multiple Sample and Compliance Programs. While ensuring programs
remain in complete compliance with the Prescription Drug Marketing Act (PDMA), client business rules and internal
Standard Operating Procedures (SOPs). The CST Support Associate will create and maintain relationships with internal
stakeholders in support of the assigned programs and will identify new opportunities to enhance program efficiencies
and compliance.

Works under direct supervision of the CST Team Lead and is responsible for day-to-day operations of assigned client
programs. The CST Support Associate works to provide daily support to the Client Services Account teams.

Hybrid role, based out of Lakewood or Somerset, NJ office.

• Maintain productivity and efficiency for the client programs, while ensuring all work is completed accurately and
within the confines of the documented work instructions internal Standard Operating Requirements (SOPs) and
PDMA Regulations.
• Assist in the maintenance and updating of all Centralized Support Team documentation.
• Review and report PLIT’s to the Client Services teams within the requirements per account.
• Set up job folders, filing and records storage procedures.
• Review and monitor daily orders and report any discrepancies to the Lead.
• Review and monitor the Client Portal daily to ensure data is matching Samplicity.
• Review and monitor the Reconciliation Report.
• Monitor and review all transactional and form rejects, exceptions and errors, and coordinate necessary corrective
actions.
• Data Collection and monitoring of acquired data.
• Data processing tasks; push shipments, list maintenance, template management.
• Ticket support for tasks assigned to this group.
• Standard Data Entry responsibilities
• Create internal change requests/estimates as directed by the Manager and/or team lead.
• Dashboard monitoring and report compliance-related issues in a timely manner to the internal account team.
contact and internal Regulatory and Compliance Department, following the FDA schedule and client business rules.
• Assist with troubleshooting and resolving system/process issues.
• Pro-actively communicate all anticipated program changes and opportunities to the Manager and/or team lead.
• Write and distribute internal work orders/work instructions required to complete program-related tasks.
• Report Acknowledgement of Content (AOC) or Signature Verification Letters (SVLs) with comments or issues.
• Support internal Quality Events (QE) and provide necessary and timely follow-up
• Exceptional interpersonal and communication skills (verbal and written)
• Ability to use sound judgment, remain flexible, maintain professionalism and re-establish priorities in a deadlinedriven environment.
• Proficiency in Microsoft Outlook, Excel, Word.
• Ability to trouble-shoot, problem-solve and formulate recommendations for solutions

• Time management skills with aptitude to multitask across various clients..
• Ability to work in a team environment and independently with all levels of the organization.

The above duties are meant to be representative of the core description of the position and not all inclusive. Each associate will have a focus area: Data Entry; Mail Center; Mitigation; Data
Collection; Data Processing.

MINIMUM JOB REQUIREMENTS:

Education/Training: High school diploma, some previous work experience preferred.
Related Experience: Previous customer service environment with demonstrated success in managing
responsibilities.

Microsoft office experience needed, strong Excel skills.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equal opportunity employer.