Ostomy Client Specialist - Audit Support

Convatec•Livonia, MI

8d•Onsite

About The Position

About Convatec Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With more than 10,000 colleagues, we provide our products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit http://www.convatecgroup.com Purpose: To provide client service support to the Account Management teams’ ostomy clients. Collect medical documentation and information in order to setup new ostomy clients of 180 Medical. Assist in providing support for Convatec US Home Services Group (US HSG) compliance program by ensuring service location administrate tasks are complete and/or maintained in-line with company guidance and/or regulatory directives.

Requirements

Must have a high school diploma, college degree preferred, not required.
Six months to one-year related customer service experience and/or training; or equivalent combination of education and experience.
Typing: 35-40 wpm with 40 (adjusted) highly recommended
Possess medical administrative skills
Good communication skills with professionals in clinics and hospitals
Ability to reason, problem solve, and think outside the box
Multi-task a variety of issues
Good organization skills and can prioritize tasks
Proficient in Microsoft Office programs
Good attention to detail
Reliable/dependable
Flexible and adaptable to changes in environment and industry.
Team Player; work well with others

Nice To Haves

Sales experience preferred

Responsibilities

Handle incoming phone calls and emails from ostomy customers regarding orders & customer service issues
Make outbound calls and sends emails to ostomy customers and other parties regarding orders & customer service issues
Speaks with ostomy customers by phone and receives orders for delivery, pick-up, discontinuance, maintenance or changes in service
Make entries as appropriate in Medtrack, a proprietary system
Communicates with auditors to obtain Plans of Care; documentation required by insurance and chart notes when needed
Verifies ostomy customer files are complete and all necessary documentation is in place
Performs follow up phone calls to customers after initial shipment
Support Team Supervisor and Team Manager on miscellaneous projects
Participate in traditional and e-Learning training programs
Promote the company’s relationship and service benefits with product manufacturer
Handle incoming calls to the local phone number, to include voicemail.
Track local inventory.
Service walk-in customers with supply needs.
Transmit received documentation, to include physical correspondence, via scan, fax, email and/or phone, to the appropriate personnel.
Complete Annual and Quarterly compliance office checklist.
Assist auditors by answering questions, providing information and office tour when requested.
Keep local office and warehouse/inventory professional and neat.
All other duties as assigned