Customer Account Services Specialist I

Med-El-Corporation; Durham (NC); Hybride; USD 38 000 - 52 000; Plein temps

Résumé du poste

MED-EL Corporation in Durham, NC is seeking a Customer Account Services Specialist I to support institutions, clinics, patients, and caregivers with product questions and orders. This full-time hybrid role combines office presence in Durham with flexible work arrangements to ensure excellent service and timely responses.

You will process orders (POs and loaner orders), manage patient requests, and collaborate with Insurance, Accounting, and Sales teams to maintain strong account relationships

Qualifications

• High School graduate or equivalent.
• 1-2 years of customer account experience preferred.
• Excellent customer service for internal and external customers.
• Ability to handle challenging and stressful situations and meet deadlines.

Responsabilités

• Serve as the primary contact for customers and professional contacts regarding product needs.
• Process orders and inquiries across multiple channels to ensure accuracy.
• Assist customers in the purchasing process and set appropriate expectations.
• Manage institution and loaner orders and related documentation.
• Handle patient requests, including troubleshooting and warranty orders.
• Collaborate with internal teams to maintain account relationships.

Connaissances

Customer service

Communication skills

Stress management

Attention to detail

Formation

High School diploma or equivalent

Description du poste

Description

Durham, NC

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. This full-time hybrid position, with our office located in Durham, NC.

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.