Customer Care Representative - Pensacola, FL

Requistion ID: 78351 

 

 

Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1 000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds’ leading manufacturers of intermittent urinary catheters, with LoFric® as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world’s most advanced irrigation system, Navina™, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint. The company, with headquarters in Mölndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds´ largest manufacturer of professional dental technologies. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.

 

 

Job Summary:

Under general supervision, the Customer Care Specialist is responsible for processing orders via phone or by way of written requests (e.g., mail, email, fax, or EDI), as well as handling and resolving customer complaints, and servicing requests or inquiries in a professional and expedient manner. Incumbent performs related work and other duties as required.

 

The position will adhere with all stated company polices, rules and procedures relating but not limited to Quality, Safety, Health, and Environment (SHE) which the role has responsibility.

 

Key Responsibilities:

• Receives, researches, and answers customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms and services offered.
• Processes orders, including payments, handles escalated issues, tracks shipments, and invoice explanation.
• Completes insurance preauthorization’s and verifications as needed
• Evaluates information to determine if feedback constitutes a complaint.
• Relates relevant insurance coverage information to end user.
• Completes triangle of communication between end user, referral source and sales representative.
• Guides complaint resolution to ensure that proper and satisfactory closing is obtained.
• May be responsible for reviewing, documenting, logging, maintaining and/or initiating the investigation for potentially serious complaints.
• Processes literature and lead requests as received from customers or field force representatives.
• Contacts new end users with relevant information about their prescription and order fulfillment.
• Researches customer inquiries and assures satisfactory completion.
• Tracks customer orders as requested.
• Acknowledges customer purchase orders.
• Interfaces in a professional manner with internal and external