Representative I, Customer Service

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with 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.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Gainesville, FL, Livermore, CA or Orlando, FL location in the Abbott Heart Failure, Acelis Connected Health business.  Our Heart Failure solutions are helping address some of the World’s greatest healthcare challenges.

Customer Service Representatives are a direct connection between our customers, patients, and company. Agents play a critical role in developing relationships, providing support, and facilitating a best-in-class customer service experience during all customer interactions internal and external.

Principle Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Receive inbound calls from customers for supply orders or additional questions
• Responsible for sustaining call center expectations
• Responsible for maintaining patient reorder compliance
• Responsible for achieving department NPS goals.
• Responsible for achieving and maintaining department KPIs
• Completes cases and activities per department standards
• Maintains patient records and verifies account accuracy
• Contacts patients for updated insurance information
• Actively participates in and attends department meetings
• Communicates prescription revision request to clinic support teams
• Contacts referrals to complete new patient welcome calls
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements

Required Qualifications

• High School diploma or equivalent
• Minimum of one year of Customer Service experience
• Communicate clearly and concisely, both in writing and verbally with others in a professional manner.
• Strong computer skills, proficiency navigating multiple websites and platforms.
• Proficient with Microsoft office programs and smart devices
• 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

Preferred Qualifications

• 2-3 years working in a call center environment
• Associate degree or equivalent work history
• Spanish Speaking Preferred
• Some data processing experience preferred
• Capability of typing 40 wpm

Physical Requirements/ Competencies

• Must be able to work at a computer workstation for extended periods of time
• Excellent interpersonal and phone etiquette skills
• Detail & Team Oriented
• Professional communication Skills
• Time Management Skills

* Participants who complete a short wellness asse