Customer Account Services Specialist I

MED-EL Corporation•Durham, NC

1d•Hybrid

About The Position

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.

Requirements

High School graduate or equivalent
Excellent written and verbal communication skills.
Excellent customer service for both internal and external customers.
Handle assigned responsibilities with minimal supervision.
Complete assigned tasks accurately and efficiently and assist others when assigned work is complete.
Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn various systems used by customer care personnel.
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.
Located near, or willing to relocate to, Durham, NC.

Nice To Haves

Minimum 1-2 years Customer Account experience or equivalent, preferred.

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.

Benefits

Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
401k Match
Health Savings Account
Short term and long-term disability paid by the company.
Company paid life insurance with an option to purchase additional coverage.
FSA Dependent Care
Pet Insurance
Critical Illness
Accident Insurance
PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
Employee Assistance Program