Customer Account Services Specialist I

MED-EL Corporation•Durham, NC

just now•Hybrid

About The Position

MED-EL Corporation is a global leader in hearing implant technology and research, with its US branch based in Durham, North Carolina, at Research Triangle Park. The company prides itself on being innovators, bringing people the joy of sound through an extensive portfolio of hearing technology and consistently pursuing product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of their research and technology, they relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. MED-EL fosters a diverse, team-focused culture driven by a passion to support candidates, recipients, their families, and clinical partners. The company's mission is to deliver leading-edge technology to restore hearing and empower connection. The Customer Account Services Specialist I role involves working with either institutions and clinics or patients/caregivers by answering product and service questions. Additionally, the specialist will process orders, prepare correspondence, and fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction. This is a full-time hybrid position, with the 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.
40 hours Medical/Sick leave annual, prorated from hire date
9 holidays.
Employee Assistance Program