Customer Service Specialist

Your role:

As a contingent worker on the Patient Support Team, you will serve as the first point of contact for

patient and customer inquiries primarily through phone calls and emails and may also include chat and social media.

As part of the Patient Support Team, you will be a member of a high-volume call center, interacting

with patients and customers, and ensuring compliance with documentation.

You will work cross-functionally with the Clinical and Product Support teams to handle a variety of pre-sales or post-sales service functions.



Job Description:

In addition to the Patient Support Team key areas of responsibility below, the incumbent will be responsible for the following:

INTERACTIONS: Manage and respond to patient inquiries through inbound and outbound phone calls and written communication which may include email, letters, chat, and social media.

SAP TRANSACTIONS: proficient on complaint entry and serial number, order, and delivery research.

ESCALATION POINT: Serve as a key contact for escalations from internal and external customers and in assisting, managing, and bringing resolution to special requests.

KNOWLEDGE: Provide information on our products and services and demonstrate our commitment to customer service by following up on complex patient and customer issues to ensure superior results. Share knowledge within the team and assist with training on procedural changes and improvements.

JUDGEMENT: Critically think of existing procedures and implement improvements; find solutions to proactively avoid potential errors or complaints for the team. Validate new procedures to be

implemented on the team. Evaluate solutions and make decisions based on quality policies and

customer satisfaction.

TRAINING: Satisfactorily complete mandatory regulatory, product, and system training prior to

beginning responsibilities. Continue to maintain training as assigned.



Patient Support Team Key Areas of Responsibilities:

Engage and manage interactions promptly in a highly professional manner across various platforms, including inbound and outbound phone calls and emails as well as other communication methods.

Provide accurate and timely information regarding product features and technical support.

Follow processes to document and follow-up on interactions as required by documented procedures and call handling training.

Always maintain a positive and empathetic attitude towards patients and customers, ensuring a high level of customer satisfaction.

Resolve customer issues and complaints by investigating problems utilizing customer service software, tools, and resources.

Document interactions, track customer issues, and escalate unresolved and clinical matters as needed.

Provide coverage as specified and scheduled by management and follow current guidelines and

directives on response time.

Hours of operation are subject to change based on customer needs.

Stay updated on company policies, products, and services to provide accurate information to

customers.

Uphold company values and represent the brand professionally in all customer interactions.

Perform other duties as assigned or requested.



You're the right fit if:

You have 1-3 years' experience in a customer service and high-volume call center environment.

Prior experience in healthcare a plus

o You must be able to successfully perform the following minimum: Physical, Cognitive and

Environmental job requirements with or without accommodation for this position.



Other Requirements:

Excellent English language verbal and written communication skills, with the ability to convey

information clearly and professionally.

Ability to logically analyze and troubleshoot different types of product and customer service inquiries

and issues.

Functional knowledge to troubleshoot issues independently with internet/WiFi, VPN, or other

technology.

Proficiency in using MS Windows, and internet browsers (Edge, Chrome), Microsoft Office products

(Teams, Outlook, Excel, Word).

Ability to work in a fast-paced and possibly stressful environment while maintaining a professional

demeanor.

Ability to work independently and within a team. Ability to work in a multi-tasking environment.