Customer Account Services Specialist I

MED-EL; Fully; A distancia; CHF 25.000 - 27.000; Jornada completa

Descripción de la vacante

MED-EL Corporation is seeking a Customer Account Services Specialist I to support institutions, clinics, patients and caregivers with product inquiries, orders, and service requests.

The role entails acting as the main customer contact, guiding purchases, and processing various account requests while adhering to MED-EL quality systems and regulatory requirements. This position emphasizes customer satisfaction and cross-functional collaboration.

Formación

• High School graduate or equivalent.
• 1–2 years Customer Account experience or equivalent preferred.
• Excellent customer service for internal and external customers.
• Excellent people skills and ability to handle challenging and stressful situations.
• Learn and carry out MED-EL Quality System requirements and regulatory requirements (FDA, HIPAA, Medicare, etc.).
• Perform under pressure with time-sensitive deadlines and audits.

Responsabilidades

• Serve as the primary contact for customers including medical providers and professionals.
• Serve as the primary contact for patients/family members regarding product needs.
• Assist customers in the purchasing process to set appropriate expectations.
• Process Institution Requests (Purchase Orders, Loaner Orders) efficiently.
• Process Patient Requests (Troubleshooting, warranty orders) efficiently.
• Manage customer account needs per policy while enhancing the customer experience.
• Collaborate with Insurance, Audiology, Accounting, Product Control, Order Fulfillment, and Sales teams to maintain relationships.

Conocimientos

Customer service

People skills

Regulatory knowledge

Educación

High school diploma

Descripción del empleo

Location:

Remote (U.S.) MUST BE LOCATED IN PST or MTN TIME ZONES.

Schedule:

Monday-Friday, 12pm-8:30pm EST

About The Company

MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners.

Our Mission: Delivering leading-edge technology to restore hearing and empower connection.

About The Role

The Customer Account Services Specialist I role will work with either institutions and clinics or patients/caregivers by answering product and service questions. In addition, they will process orders, prepare correspondence and fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction.

Primary Responsibilities

• Serve as the primary contact for customers including, medical providers (hospitals, implant centers, research centers) and professional (surgeons, audiologists, educators) contacts regarding product needs.
• Serve as the primary contact for customers including patients/family members regarding product needs.
• Assist customers in the purchasing process to ensure appropriate expectations are set.
• Accurately process Institution Requests (e.g. Purchase Orders, Loaner Orders, etc.) by efficiently managing multiple inbound and outbound communication channels.
• Accurately process Patient Requests (e.g. Troubleshooting, warranty orders, etc.) by efficiently managing multiple inbound and outbound communication channels.
• Manage customer account needs in accordance with policy/ guidance but also exercise judgment in meeting customer needs and enhancing the customer experience.
• Collaborate with all internal staff members including Insurance Support Services, Audiology Technical Support Services, Accounting, Product Control, Order Fulfillment, and Sales teams on a regular basis to help maintain account relationships.

Requirements

• High School graduate or equivalent
• Minimum 1-2 years Customer Account experience or equivalent, preferred.
• Excellent customer service for both internal and external customers.
• Excellent people skills and the ability to deal with challenging and stressful situations.
• Learn and carry out MED-EL Quality System requirements, detailed operational procedures, and various regulatory requirements relevant for medical device companies, Medicare and Medicaid Providers.
• Perform under pressure, including time-sensitive deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.

Salary Description

$22-24/hr