Client Service Associate

Enovis

29d•Remote

About The Position

As a key member of Healthcare Solutions, you will play an integral part in helping Enovis drive the medical technology industry forward through transforming patient care and creating better patient outcomes. Job Title/High-Level Position Summary: Client Service Associates (CSA) collaborate with various internal and external departments and customers to provide product and service information and support for Enovis software applications and resolve emerging problems customers might face. This position will work to ensure new and existing customers on the Company’s software and applications are successful by implementing policies and procedures that ensure customer satisfaction and retention. CSAs work in concert with the Field Implementation Team, Product Team, Development Team and Area Directors to build and maintain customer relationships and ensure customer success with Enovis.

Requirements

Minimum of 3 years of experience as a Field Service Representative or equivalent position in a medical/healthcare setting, managing a DME program, required.
Minimum of 3 years of experience in patient care.
Experience handling patient inquiries and complaints.
High School Diploma or GED required.
Must be able to travel up to 15% of the time.
Typical work-related travel assignments range 1-5 days, and as such overnight, out-of-town stays may be required.

Nice To Haves

Working knowledge of MotionMD software preferred.
Agile Project Management certification, Certified Scrum Master certification, or any Project Management certifications a plus.

Responsibilities

Provides remote support to internal and external customers via ticketing, Live Chat (messaging), email, or phone to resolve issues and ensure all customer interactions are thoroughly documented in system.
Responds promptly to inquiries and complaints and ensures tickets are worked efficiently to resolve issues promptly.
Evaluates and Identifies trends with customers on enhancements, needs, or issues within the hardware, software, and mobile applications, collecting customer feedback, providing supporting data, and reporting on trends where appropriate.
Serves as application and company ambassador in building sustainable relationships, as well as education and guidance for customers through their journey.
Provides accurate, valid, and complete information to customers by conducting research and exhaustive troubleshooting to ensure proper resolution using the methods and tools provided.
Independently evaluates risk of customer churn and proactively assesses customer needs to promote and educate on available offerings within the Company’s application(s) to achieve successful outcomes and customer retention.
Develops and maintains a thorough knowledge of internal systems, software, and applications.
Creates and maintains knowledge base articles, training documents, process maps, and technical documentation for internal and external customers.
Trains internal and external customers and internal business units on best practices.
Assists with functions related to customer contracting and customer invoicing processes, including, but not limited to, the following: creating, sending, and managing storage of software contracts and SOWs, escalating contract changes to designated legal team members, compiling data required for invoicing, entering invoices into Oracle, reporting/escalating issues, and managing contract data in Salesforce.
Acts as a Subject Matter Expert (SME) in a designated area or application and assists in driving and managing specific tasks including, but not limited to, the following: creating and managing training and troubleshooting documentation for internal and external teams, attending and participating in designated meetings, presenting status and updates in team meetings, serving as second-level escalation for tickets or issues regarding designated area or application assigned.
Demonstrates commitment to the Enovis Compliance & Ethics Program, the Enovis Code of Conduct, the Enovis Sales and Marketing Code of Conduct, the AdvaMed Code of Ethics, and all supporting and applicable regulations, policies, and procedures.
Adheres to all internal Corporate Compliance guidelines, OIG, government healthcare regulations, regulatory policies and procedures, and privacy and security standards in accordance with government agencies, including HIPAA requirements.
Treats Protected Health Information (PHI) with the strictest confidentiality in accordance with HIPAA standards.
Acquires a basic understanding of the field to include regulatory compliance issues and adhere to these guidelines.
Other duties as assigned.