Global Fertility Customer Success Specialist

CooperSurgical; Rockville (MD); In loco; USD 67.000 - 80.000; Tempo pieno

Descrizione del lavoro

CooperSurgical in Rockville, MD is seeking an experienced Customer Success Specialist to join our global team. This role collaborates with Inside Sales, Field Sales, Customer Success and Operations to deliver exceptional results in the Fertility space.

You will qualify intended parents for premium plans, coordinate with the Refund Plans Team and Family Building Consultants, and manage a large caseload with empathy and professionalism.

Competenze

• Minimum of 5 years’ experience in Fertility Customer Service, patient care, or clinical administration.
• Proven track record executing lead conversion to approval through diligent client management services.
• Previous IVF clinical experience is a plus.

Mansioni

• Acts as liaison between DEB USA Medical Review Team and partner clinics to determine eligibility of applicant Refund Plans (Assured Refund and Multi Egg Lot Refund Plan) and acts as a liaison between DEB USA Refund Plans Team and Family Building Consults regarding clients enrolled in Refund Plans
• Communicates to Intended Parents when additional service level is needed for those enrolled in any DEB USA plan and provides updates on status of plans, expirations, withdrawals and next steps with empathy, compassion and professionalism
• Troubleshoots complex workflow processes within Refund Plans Team as well as performs gap assessments in internal DEB USA communication between Refund Plan Team and Family Building Consultants
• Participates and prepares medical reviews with Medical Review Team on a weekly basis for applicants in premier plans and communicates with them several times per week to expedite review process and manage large caseload of applicants
• Obtains necessary medical records and documentation from both client and clinic and prepares charts for eligibility reviews and communicates effectively and efficiently with partnering clinics and clients regarding the eligibility status and process
• Handles questions from prospective and current clients; addresses customer/client issues and ensures effective short-term and long-term resolution in a timely manner with the highest degree of courtesy, professionalism, and integrity
• Educates prospects/clients about the Refund Plans; identifies customer requirements and expectations to optimize conversions and manages emotional or complex customer situations with clients and network partners promptly and professionally
• Diligently partners with the client and clinic to increase speed to final match and acts as a liaison between the clinics and medical reviewer and to DEB USA Quality team to identify poor performing egg lots or high euploid super donors
• Collaborates cross-functionally with all additional DEB USA departments and initiates Refund Plans withdrawal process and maintains electronic and paper client files (enters, updates, etc.); follows policy and procedures accurately; protects and maintains confidentiality of donor and client private information
• Adheres to Genetic Carrier Standard Operating Procedure and educates clients on genetic testing of selected donors who are listed as a carrier demonstrating excellent judgement

Conoscenze

High EQ

Critical thinking

Ownership mindset

Communication skills

Relationship building

Adaptability

Formazione

Bachelor's degree in Business Administration or Marketing

Descrizione del lavoro

CooperSurgical in Rockville, MD is seeking an experienced Customer Success Specialist to join our global team. This role collaborates with Inside Sales, Field Sales, Customer Success and Operations to deliver exceptional results in the Fertility space.

You will qualify intended parents for premium plans, coordinate with the Refund Plans Team and Family Building Consultants, and manage a large caseload with empathy and professionalism.