Panel Support Associate

Company Description

About m360 Research: m360 Research is a full-service market research agency specializing in the healthcare space. Our proprietary panels include over 1 million physicians across 75 specialties in addition to substantial communities of allied HCPs, and payers. Founded in 2004, with a strong provenance in technology and innovation, m360 is committed to high quality and actionable insights, underpinned by robust physician verification and ISO certification (9001, 20252, 27001). International fieldwork services are complemented by full service advanced analytics to power data-driven decision making.

About M3: m360 Research is a wholly owned subsidiary of M3, a Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.

Job Description

Job purpose:

The Panel Support Associate is a highly motivated, personable, and detail-oriented professional that focuses on recruitment, panel enrichment, management and data quality maintenance

Profile Summary
We are looking for an experienced candidate to execute desk research and secondary research activities online, which includes data profiling, data cleaning and data sampling. Calling will be part of it from time to time. The candidate should have a basic understanding of medical specialties and likewise experience in the healthcare sector will be preferred. Candidate will be required to work in US shift timings, and coordinate with Patient and Physician panel managers.

Essential Duties and Responsibilities
Including, but not limited to the following:

• Provide high-quality professional support to m360 Research members via telephone and email/support ticket communications
• Answer respondents query and concerns in a prompt and efficient manner by email and or phone
• Build and maintain strong relationships with the panel members through timely and professional communication, quality problem solving and critical thinking
• Effectively work with our US Operations/Project Management team members to resolve project specific issues and provide requested data.
• Initiate panel recruitment through online desk research, email marketing, social media etc
• Understand the project scope and support the project managers by recruiting and providing the requested data
• Execute online recruitment strategies for healthcare professionals, referral campaign and email segmentation.

Outcomes

• Keep queries response time and quality under given KPIs
• Meet recruitment goals

Competencies
Requirements Include:

• 2+ years of customer service experience, preferably in a Healthcare Market research
• Should be very comfortable with MS Office, especially Excel and Word
• Excellent interpersonal communication skills, both verbal and written. Must maintain a professional demeanor in all communications, internal and external
• Self-motivated to work independently as well as to accept and follow direction on given assignments; able to prioritize tasks throughout the workday and takes ownership of tasks and duties assigned
• Exceptional time management, organizational skills, attention to detail and ability to multitask in a changing, fast paced, high volume environment.
• Well-developed analytical and problem-solving skills
• Strong sense of professionalism and ability to work in a team environment to successfully meet individual and department goals.
• Fluent in English
• Comfortable with change, ability to derive opportunity from uncertainty

Minimum Experience

• Candidate will preferably have experience with customer support or market research projects Knowledge, Skill, Ability:
• Exceptional written and verbal communication skills, with demonstrated knowledge of English grammar rules
• Strong Microsoft Office skills
• Ability to learn new technologies and systems

Qualifications

• Bachelor’s degree

Additional Information

Minimum Experience

• Candidate will preferably have experience with customer support or market research projects

Knowledge, Skill, Ability:

• Exceptional written and verbal communication skills, with demonstrated knowledge of English grammar rules
• Strong Microsoft Office skills
• Ability to learn new technologies and systems