Associate Support Tech

Fresenius Medical Care•Waltham, MA

11d

About The Position

The Associate Support Technician provides technical support for diverse customer telephone inquiries regarding applicable devices within assigned areas of responsibility. The role requires effectively communicating operational and technical support to varied audiences and delivering outstanding customer service through timely, effective communication. The technician addresses and resolves issues related to hemodialysis machines, documents customer contacts accurately, and handles confidential patient and health information in accordance with company policies, HIPAA, and other regulatory requirements. The role also involves building strong working relationships with teams, management, and customers; participating in cross-divisional meetings as required; and assisting with projects and other duties assigned by the direct supervisor. Additional responsibilities may focus on particular departments or locations, as described in the applicable addendum. The employee must be available for a rotating 24-hour call coverage schedule and overtime as required. Occasional lifting or moving of up to 30 pounds and travel may be required. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions.

Requirements

High school diploma required.
Two to four years of experience as a technician or in a related role.
Demonstrated customer service, call center, or clinical environment experience.
Strong computer skills, including proficiency with word processing, database, spreadsheet, and email applications.
Logical and critical-thinking skills to resolve diverse problems clearly and concisely.
Excellent customer service skills and the ability to handle confidential information with professionalism, discretion, and tact.
Strong oral and written communication skills for communicating with diverse audiences and all levels of management.
Ability to occasionally lift and/or move up to 30 pounds.

Nice To Haves

Associate's degree or equivalent experience.
Dialysis equipment experience.

Responsibilities

Use effective customer service to address and resolve issues related to hemodialysis machines.
Document all customer contacts in applicable systems while ensuring data accuracy and integrity.
Maintain confidential patient and health information in compliance with company policies and procedures, HIPAA, and other regulatory requirements.
Establish and maintain strong working relationships with teams, management, and customers by applying company policies and procedures during customer interactions.
Maintain a solid understanding of hemodialysis machines and their functionality.
Participate actively in cross-divisional team meetings as required.
Assist with projects assigned by the direct supervisor.
Perform other duties as assigned.
Be available for rotating 24-hour call coverage and overtime as required.
Travel when required.