VAD Watch Customer Service Representative

Abbott • Lake Mary, FL

13d • $19 - $38 • Onsite

About The Position

This position works out of our Lake Mary location in the Acelis Connected Health Heart Failure division. Acelis Connected Health is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies. The VAD Watch Telemonitoring Service / Customer Service agent is within our Rapid Diagnostic division located in our Livermore, CA office. In this role, you will work with customers that have a mechanical heart implant. We are seeking an energetic and outgoing individual who will have a caring approach to every customer, especially during our high call volumes and when handling customer issues. This position represents our first impression the customer will have with our VADWatch program and VAD Customer service department. You will be taking both inbound and outbound calls that assist our customers with supply orders, demographic changes, and insurance updates. Our candidate will support our new customers by welcoming them to our VADWatch program and training them on how to successfully use the VADWatch Remote Monitoring equipment, aid in monthly follow-up calls, and provide support to retain our customers. Our candidate will create vendor orders for both equipment and supplies that meet the prescription provided by the VAD clinic.

Requirements

• Minimum of One year of Customer Service experience
• MS Office knowledge
• Ability to use thinking and reasoning skills to solve problems as well as work with other teams within the VAD department to successfully accomplish daily tasks

Nice To Haves

• Associate degree or equivalent work history
• Some data processing experience preferred
• Spanish Speaking Preferred

Responsibilities

• Maintain a customer base in the Remote Patient Monitoring platform
• Accountable for VW enrollment calls and equipment training / set up
• Accountable for Compliance follow up
• Conduct customer monthly calls
• Place supply and Equipment orders
• Follow up with Vendors as necessary
• Ability to work reports and follow through on orders placed
• Ordering, Shipping, Confirmation of Delivery and RMA if needed
• Perform outbound calls to customers to notify of shipping issues such as a delay or missing information.
• Resolve or report any problems that may occur.
• Assist with implementation of work flow productivity improvements.
• Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements.
• Understand and adhere to all business processes and procedures.
• Maintain a culture of accountability.
• Adhere to the department metric standards set by your supervisor or manager.

Benefits

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed