VAD Watch Customer Service Representative

Abbott; United States; Remote; USD 26.000 - 52.000; Vollzeit

Zusammenfassung

Abbott is seeking a VAD Watch Telemonitoring Service / Customer Service agent for the Lake Mary, FL area. You will handle inbound/outbound calls, assist with orders, updates, and training customers on the VADWatch remote monitoring equipment. You will welcome new customers and perform follow-up calls to retain them.

The role emphasizes compliance with HIPAA, strong communication, and teamwork in a fast-paced healthcare setting.

Qualifikationen

• Minimum of one year of Customer Service experience.
• MS Office knowledge.
• Ability to use thinking and reasoning skills to solve problems and collaborate with VAD department teams.

Aufgaben

• Maintain a customer base in the Remote Patient Monitoring platform.
• Enrollment calls and equipment training / set up.
• Compliance follow up.
• Conduct customer monthly calls.
• Place supply and Equipment orders.
• Follow up with Vendors as necessary.
• Process orders and shipments; resolve issues.
• Handle shipping issues such as delays or missing information.
• Assist with workflow productivity improvements.
• Adhere to HIPAA and privacy standards; follow all procedures.

Kenntnisse

Customer Service

Problem Solving

Teamwork

Ausbildung

Associate degree or equivalent work history

Tools

MS Office

Jobbeschreibung

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Lake Mary location in the Acelis Connected Health Heart Failure division. Acelis Connected Health is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies. The VAD Watch Telemonitoring Service / Customer Service agent is within our Rapid Diagnostic division located in our Livermore, CA office.

In this role, you will work with customers that have a mechanical heart implant. We are seeking an energetic and outgoing individual who will have a caring approach to every customer, especially during our high call volumes and when handling customer issues. This position represents our first impression the customer will have with our VADWatch program and VAD Customer service department. You will be taking both inbound and outbound calls that assist our customers with supply orders, demographic changes, and insurance updates. Our candidate will support our new customers by welcoming them to our VADWatch program and training them on how to successfully use the VADWatch Remote Monitoring equipment, aid in monthly follow-up calls, and provide support to retain our customers. Our candidate will create vendor orders for both equipment and supplies that meet the prescription provided by the VAD clinic.

What You’ll Work On

• Maintain a customer base in the Remote Patient Monitoring platform
• Accountable for VW enrollment calls and equipment training / set up
• Accountable for Compliance follow up
• Conduct customer monthly calls
• Place supply and Equipment orders
• Follow up with Vendors as necessary
• Ability to work reports and follow through on orders placed
• Ordering, Shipping, Confirmation of Delivery and RMA if needed
• Perform outbound calls to customers to notify of shipping issues such as a delay or missing information.
• Resolve or report any problems that may occur.
• Assist with implementation of work flow productivity improvements.
• Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements.
• Understand and adhere to all business processes and procedures.
• Maintain a culture of accountability.
• Adhere to the department metric standards set by your supervisor or manager.

Required Qualifications

• Minimum of One year of Customer Service experience
• MS Office knowledge
• Ability to use thinking and reasoning skills to solve problems as well as work with other teams within the VAD department to successfully accomplish daily tasks

Preferred Qualifications

• Associate degree or equivalent work history
• Some data processing experience preferred
• Spanish Speaking Preferred

Physical Requirements

• Ability to sit for extended periods of time

Competencies

• Excellent interpersonal and phone etiquette skills
• Detail & Team Oriented
• Professional communication Skills
• Excellent Time Management Skills

The base pay for this position is

$19.05 – $38.15/hourIn specific locations, the pay range may vary from the range posted.

JOB FAMILY

Customer Service

DIVISION

HF Heart Failure

LOCATION

United States > Lake Mary : 1101 Greenwood Boulevard

ADDITIONAL LOCATIONS

Not specified

WORK SHIFT

Standard

TRAVEL

Not specified

MEDICAL SURVEILLANCE

Not Applicable

SIGNIFICANT WORK ACTIVITIES

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day)

EEO statements and links

Abbott is an Equal Opportunity Employer, committed to employee diversity.

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf