Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as first point-of-contact for patients and medical professionals on all technical and service levels. Assist with patient support issues. Coordinate with Quality Assurance to ensure customer satisfaction.
• Take calls, conduct back-office ticket duties on patient inquiries and complaints.  Respond to patient phone calls, tickets and emails with troubleshooting tips and specific instructions.  Review and discuss data with patients.  May require some training of patients over the phone. 
• Categorizes the allegation or inquiry based on the specific code in our knowledge base and documents the service request. Responsible for overseeing the resolution either by performing troubleshooting, replacement and/or escalating the call accordingly.
• Promote and maintain high-quality technical support standards within the Technical Support department.  Resolve hardware and software issues.   
• Use and maintain software and databases appropriately.  Document and analyze patient and product information, send replacements and perform patient follow-up per department standards.
• Participate in new product training as required when new products are launched.
• Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.

REQUIRED QUALIFICATIONS:

• Able to work flexible hours on a rotating schedule including evenings, holidays and weekends.  Overtime may be required.
• Ability to work independently with minimal supervision and as a team player within a department as well as with other departments.
• Excellent customer service skills.  Overall positive customer service quality feedback.
• Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Ability to retain detailed information. 
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Meets individual requirements but focuses only on their workload.
• Seize opportunities to upsell products when they arise.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication “scripts” when handling different programs/topics.
• Ability to solve problems.

PREFERRED QUALIFICATIONS: (OPTIONAL)

·         2-3+ years of contact center experience in a medical device/medical organization.

·         Fluency in English and Spanish strongly preferred.

·         Knowledge of medical device Technical Support troubleshooting.

·         If you’re bilingual in Spanish or French, $1 extra per hour